Internal Notes vs. Public

6 Comments

  • Official comment
    Amisha Sharma
    Zendesk Product Manager

    Hi David Richards,  Sydney Neubauer & Heather Rommel - Thank you for taking the time to share your feedback and use cases. It will be helpful to understand more about how we can improve your experience while distinguishing between internal note and public reply. Can you please answer a couple of questions -

    1. Do you face this issue on Agent Workspace or Non Agent Workspace or both?

    2. Are most of your agents facing this issue? What are some of the situations in which it is difficult to distinguish between the two?

    Thanks! Please feel free to include if you have a solution for this issue on your mind.

  • Sydney Neubauer

    + 1 to this request. We have had it where Agents have their brightness high or low and there is a very slight difference between the white and yellow

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  • Heather Rommel
    Community Moderator
    The Product Manager Whisperer - 2021

    I'd love to have another layer of private notes - where we can have a private note for just ourselves or just our group but not seen by ALL Zendesk agents.....

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  • David Richards

    Amisha - I'm assuming it's Agent Workspace.  We are a small company and the 3 of us who use Zendesk have all done this.  Per my original note, this is a very occasional occurrence and it's not that you can't distinguish between the internal and public it's more a case of human nature taking it's course.  Example, I'm busy - several things on my mind or I'm working on something else (wearing several hats in a small company); support issue comes in which I need help with from a colleague; quickly type what I need and submit having been distracted enough with what I just stopped doing to take care of the ticket that I don't click the Internal note tab and don't remember that Internal note = yellow note background.  Another example, see previous example and take out the distracted part = just plain forget to click Internal note tab.  Maybe a part of this is also that when you submit the reply your eyes are going to bottom right away from the response area so you're not giving yourself a chance to catch the mistake at the last moment.

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  • Amisha Sharma
    Zendesk Product Manager

    Thank you, David Richards. Appreciate the detailed explanation of your use case. We will keep an eye on this thread and update you as we make progress on this ask. Thanks, again!

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  • Sydney Neubauer

    1. Do you face this issue on Agent Workspace or Non Agent Workspace or both?

    • We currently face this issue within non-agent workspace but plan on making the conversion soon. And we can see the issue is the same

    2. Are most of your agents facing this issue? What are some of the situations in which it is difficult to distinguish between the two?

    • We have had Agents that manage our Tier 2 workflows have accidentally sent internal messages(with Agent full names) publically instead of internally
    • We have Agents that are color-blind and encountered issues with accessibility
    • We have Agents that use a darkmode plug-in which does not translate well in Zendesk
    • When using a screen with a different resolution or brightness, the yellow is almost invisible and you have to rely on ensuring you select "Public reply" vrs "internal note" which has been missed when in a hurry

    It would be ideal if Agents could set their own internal note color so that they can tell the difference easier.

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