Feature request: Edit/delete a comment on a ticket

Not planned

6 Comments

  • Official comment
    Nicole Saunders
    Zendesk Community Manager

    Thanks so much for sharing your feedback! This is a request we have heard several times over the years. The product team has evaluated the suggestion and weighed the pros and cons, and ultimately determined that ticket comments are intended to be a System of Record, and enabling edits would break the integrity of that record. 

  • keno

    I see your point.

    Even from that viewpoint, we can "mark" a comment deleted and hide it by default like resolved comment thread of GitHub PR. Doesn't it work?

    1
  • Nicole Saunders
    Zendesk Community Manager

    That is a fair point and a potential solution to the problem. It would be a substantial change to the core functionality of the product, however. I will pass the suggestion along to the product team and they'll follow up here if they have additional thoughts or questions.

    1
  • James Powell

    I would value this.  Often there's junk in an originating email which obscures the actual question (ranging from 'hello how are you' paragraphs to embedded images from the signature, etc) and I would like to log a summary of the issue as a comment and hide the original comment so it's there for reference.

    Currently I create a new ticket by hand and delete the original, which is a little counter to Zendesk's stated objective of being the system of record

    1
  • Stijn Agten

    If people accidentally paste a password in plain text in a comment you want the option to edit this. If people add a comment on the wrong ticket by accident you want to edit this. In general: you want to be able to correct mistakes in the best possible way.

    Ran into this post: https://support.zendesk.com/hc/en-us/articles/4408881744282-Can-I-edit-a-ticket-comment-once-it-has-been-added-to-a-ticket-

    Which is a good start but common, it's 2022. Also reading these destructive comments: https://support.zendesk.com/hc/en-us/community/posts/4409222727194-Edit-internal-notes

    It's an IT system. It is possible to implement audit trails or whatever clever way to deal with this. Just stating it is a System of Record to me sounds like "it will require huge code changes and we're not ready for that". You really need to listen to your customers or it will hurt your business eventually.

    3
  • Joel

    This really needs to be implemented. Other ticketing systems are able to handle audit trails just fine.

    0

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