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Zendesk's New Interface (Agent Workspace): Internal Note vs Public Reply
Answered
Posted Oct 06, 2020
Zendesk Support switches the reply box in the new interface to the last ‘state’ of the ticket. In the case of Answer Bot this is an internal note. As a result, our agents have to switch the state of every ticket manually from an internal note to a public reply. It would be a great addition if we were able to choose a public reply or internal note as a default state.
Subsequently, if an agent writes down a reply in the internal note box and later on switches the state of the ticket to a public reply, the written text is removed. In the past, this text carried over from an internal note to the public reply. It would be a great addition if this would be possible again.
Thank you
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14
14 comments
Official
Amisha Sharma
Hello all,
We're discussing this topic here: https://support.zendesk.com/hc/en-us/community/posts/4487359529754-Agent-Workspace-Keep-content-from-internal-note-if-changing-to-public-reply
Please use that thread for latest updates on this feature request. Thanks!
0
Kay
Added for clarification: This only applies to the new Agent Workspace.
1
Rudolph
Is the lost text fixed yet? This is a dealbreaker for my team as far as adding Agent Workspace.
1
Natalie Mercuri
This is a huge issue for my team, we train them to take notes and draft responses in internal notes so as not to accidentally send the wrong thing to a customer (and proofread before sending). Please bring back the ability to transition text over from an internal note to a public reply.
11
Pat Harland-Lee
Really need this feature added in as our team constantly drafting using Internal comments by default for important emails, then switches to public once they're sure they want to send it!
3
Amisha Sharma
Hi All, thanks for providing your feedback on this thread. We are keeping a close watch on this thread and tracking all your use cases and comments. I have a couple of points I'd like your feedback on:
1. We provide a setting that can help you choose your default channel: Non-email conversations are public by default: this setting determines if the default selected channel when a ticket is opened is
Public reply
orInternal note.
The name of this setting is a bit confusing, we support email conversations as well through this setting. We are in the process of renaming it. Please use this setting and let us know if it solves your use case.
2. Drafts don't carry over across channels. This is intended behavior and has been designed to help us easily scale up in long term. Ideas behind this decision are along these lines:
We appreciate your feedback and looking forward to hearing more.
0
Stephen Belleau
Amisha Sharma I love that agents can now draft their internal notes at the same time as their public comment!
I still think there is opportunity to make this experience somehow more graceful and efficient, where an agent can more easily create AND submit both internal and public comments in the same submit action. That might require an easier way for agents to review both without needing to toggle between them?
2
Amisha Sharma
Hello All,
Thanks for providing feedback. As we work on redesigning the reading and writing experience, your feedback is very valuable. I'm looking to meet with you 1:1 or in a group to get feedback on the new designs.
Please do not post your personal information when responding to this request, but please let us know if you're open to meeting 1:1 or in a group setting to provide feedback on a few new designs. Thanks! Once we hear back from you, we'll coordinate time with you and send a calendar invite for a 30-minute session.
0
Hamish McLean
Sounds like a lot of Buzzzz words and phrases.
Can we get to the real issue here please and focus on what works for ZenDesk clients and what's going to stuff us up.
We must have the ability to make tickets default into internal notes - otherwise, things will be sent to clients that we do not want to send to clients - we might lose customers.
I'm pretty sure my staff can develop new muscle memory to switch to Public Reply.
The old paradigm is that developers are making sweeping assumptions about what makes a better product . In my experience, developers never talk to clients/users....most of them like it that way.
There is a need to ask users what works for them and develop the product that way. Technically, it might not be as good a product - but if it works better for the customer......
2
Amisha Sharma
Hello Hamish McLean - Thanks for your response. We have a setting in Agent Workspace, which can be used to set the default channel in Agent Workspace: Agent comments on all tickets are public by default.
If you enable this setting, the default channel will be public reply. If you disable it, the default channel will be internal notes.
We're currently thinking through solutions to make it easier to copy content from internal notes to public reply.
-2
Hamish McLean
Great, is it a secret or can you tell me what menu items to select and what to tick/untick please.
Details are important as there are some ZenDesk champions here and others, like me, just simple users with other jobs to do.
Thanks
2
CJ Johnson
Can this not be marked "Answered" as it is a request for a feature? It feels like feature requests keep getting marked "answered" and we're told that the thing we're asking for isn't possible, which is exactly why the post exists, to request it be added.
2
Yuki Ueda
Amisha Sharma
Hi, Are there any updates on the below?
"We're currently thinking through solutions to make it easier to copy content from internal notes to public reply."
I have already tried to use macro with "ticket.latest_comment" but in public reply input form the latest comment without richtext(markdown) format and newline character appeared.
0
Matt
This is absolutely trash. Please bring back the old way that this worked. The text should stay in the box, and the drop down should determine where it goes.
1