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Feature Request - Default Comment type setting per agent.
Posted Aug 06, 2021
Upper tier support regularly leave internal comments on tickets. This would be the priority of their job position. While often enough they need to make public comments, it would be amazing if on a per agent basis I could set the default comment type. Or at the very least for it to retain the comment type of my last message between tickets.
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3 comments
Official
Amisha Sharma
Thanks, Justin for creating this post and Michael, for engaging here. We appreciate you sharing your feature request and use cases with us. I see that you want the ability to retain the last comment type preference across agents so that they're shown that as default. I have a couple of follow-up questions so that I can understand the need better:
1. We have Agent comments via web are public by default setting, which when disabled, defaults the composer to internal note. Is this something that can help with your use case?
2. I understand that the upper tier support sometimes might make public comments too. Should there be a count on the number of times they make a private comment and that's when their default comment should be assumed as private?
I look forward to your response and happy to keep this conversation going. Please feel free to share more use cases. Thanks!
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Micheal Young
I agree. I am one those agents that mostly replies internally, as does our development and QA teams. There have been times where internal notes were accidentally sent to public. Not good. If we have the ability as Justin mentioned, these types of incidents could be avoided.
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Vaughan
Zendesk recently added a feature to allow control of this setting, on a global scale. This means if there are some who would benefit, then you have to change it for all.
With teams around the world and workstreams in direct-to-consumer as well as wholesale channels we require flexibility in our setup. The feature to default to private comments can benefit some of our users, but not all.
I am advocating for this to be controlled on a user level as the original poster stated. Either by the Agents themselves in their profile, or at an admin level by the Brand or Group assigned to the ticket, or whatever else you may come up with that adds flexibility to the feature.
Referenced article on new feature: https://support.zendesk.com/hc/en-us/articles/6871403592474-Announcing-a-logic-improvement-for-the-Public-by-default-ticket-setting-coming-soon
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