"Requester can see this comment" default setting

66 Comments

  • Nicole Saunders
    Zendesk Community Manager

    Thanks for sharing, all. That's really helpful information. 

    0
  • Daire O Broin

    Just a temp here, but obviously this feature is very desirable since Pinterest and Humble Bundle want it too!

     

    I'd like to mirror Arjun Mahadeva 's point - I was able to make the boxes unticked as the default, but then all replies became private as default consequentially

    0
  • Nicole Saunders
    Zendesk Community Manager

    Thanks for sharing, Lu. 

    0
  • Layna Smith

    This is a daily issue for us as well. We often need to merge tickets, and never want the end-user to be aware of this merge. Would be great to be able to change this default without impacting default comment mode.

    0
  • Yunus Unia

    Dear Zendesk, we are coming up on nearly three years since this was requested, and some representatives of well known companies have posted in here asking for it.

    When will we receive this option?

    0
  • Allan Dion Leo

    Joining the discussion here. We also have the same issue, leading to manually have to uncheck this, and sometimes persons forget having customers ending up with a unnecessary mail.  

    Voting for an default option too.....

    0
  • Nicole Saunders
    Zendesk Community Manager

    Hey Samson,

    The way to officially register an up vote is to use the voting buttons on the original post. Thanks!

    0
  • Oliver Tietze

    Hmh. Paying >$100 a month for a third-party App just because Zendesk fails to include a "set default" function? Really?

     

    Has someone successfully added a tampermonkey script or other workaround to automatically manipulate the 'source_is_public" and "target_is_public" checkboxes? If so.. please share your insights.

    We also need this about 80+ times a day, and errors are frequent due to high ticket volume :(

     

    Regards

    Oliver

    0
  • Maura Kean

    Hoping to see this feature introduced soon!

    0
  • Andrew Moskowitz

    Doesn't look like there's been much/any movement on this in 4 years, but Reddit would love to have this ability as well.

    0
  • Traci Lamm

    Really need this option too!

    0
  • Anna

    We'd love this at FutureLearn as well. We merge many tickets each day, and particularly with a COVID-related backlog we're not always able to get back to the user that same day. If we forget to uncheck the boxes we often end up with annoyed users, because they're getting emails about the ticket being merged before they get a response. Setting the default to unchecked feels like such a small thing but it causes a lot of frustration!

    0
  • daniel.savage

    Plus 1 

    0
  • Wouter Herrygers

    Hi there,

    We'd really like to have this at Lyreco as well. Merging tickets is part of the daily business of co-workers of multiple departments and although I don't have data for all groups I can safely say that we use this feature around 50 times per day within just the marketing department. Now that we are aware of the amount of extra communication merging tickets creates towards our clients, we ask our colleagues to manually untick these boxes every time they merge two tickets. It would just be such a quality of life improvement for the people working with the platform if there was an option to have the boxes unticked by default, given that we wouldn't ever want to send our clients more mails than necesary.


    I don't know how big of a technical challenge this would be and I definitely understand there are more critical developments that deserve priority, but even after 4 years people like myself end up finding this ticket. More so, given how frequently people seem to return to this thread just to chip in, I'm convinced a lot of the users would love to have this option.

    0
  • Jason Katz

    Adding an additional +1 on this request. This lack of functionality creates a significant number of issues for our Members

    0
  • Maik Künnemann

    We also need this setting!!

    0
  • Michael Eugster

    Same here: We need this setting, too.

    0
  • Hannah Ehrlich

    Just adding my note and upvote that defaulting merge to private would be more than ideal.

    0
  • Roman Hladkyy

    Greetings! The setting would be benefitial for us, too.

    0
  • Trevor Piercey

    This would be great. (to have this as a setting as I'm sure there are use cases that would require it) but for us, it doesn't make any sense to tell the customer their request is being merged into another. So would be really helpful to see this unchecked by default. Thanks!

    0
  • Russ Milton

    Hi, This would be ideal to have as a default, we have to recommend to all users to untick every time they merge a ticket so it would far easier if this was off by default (or if we could set this by default as admin via the role.)

    0
  • Sara Pearson

    Is this feature still not available? 

    0
  • LockitNetwork Support 1

    We need this useful feature as well.

    0
  • Yunus Unia

    You will never get this feature. Just switch to Freshdesk/Freshservice. I know Freshservice by default doesn't send anything to the client/customer when merging tickets. You might even get better pricing.

    0
  • Gilles Vanagtmael

    You can easily achieve this by disabling the option "non-email conversations are public by default"  (Tickets - Settings - comments)

    ---

    Note from the Zendesk Community Team -- the label for this setting has been updated to “Agent comments on all tickets are public by default", because the setting applies the email channel as well.

    0
  • Annie MacMillan

    I don't have that option available. Is there something I need to do to get that option?

    https://capture.dropbox.com/UDj6GWezIGIEAIGL

    0
  • crystal

    Our Agent Workspace is enabled (On), but we don't have the setting for "non-email conversations are public by default" - I can't find that setting anywhere in the Admin Center...

    0
  • Anita Nayob

    I don't seem to be have the setting available on our instance aswell: "non-email conversations are public by default"

    Was there a resolution to this? 

    0
  • CJ Johnson

    I've never heard of the setting referenced above "non-email conversations are public by default" , also don't have it despite using Agent Workspace. It doesn't track to me that a setting related to agent replies via email or not, would have any impact on the status of merging ticket comments. I already have the similar setting off, and I can confirm is has no impact on merge situation outlined. 

    0
  • CJ Johnson

    Thanks for the clarification on the name, but can you confirm what this setting should effect in relation to the default settings when merging two tickets? That's the crux of this issue/question here, I've got turned off and I still have to un-click the buttons when merging to prevent the customer from being spammed about the merge. However, the thread is saying that my settings should now *not* require unchecking every time you merge.  Am I experiencing a bug, or does this setting have no effect on the default behavior of merging being set to public by default? 

    0

Please sign in to leave a comment.

Powered by Zendesk