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Bring back Private Comments and Redaction
Posted Jan 11, 2024
Super disappointed in the removal of the Private Comments app and the Redaction app. These were incredibly useful. Particularly, the Private Comments app was much quicker to use when pinned to the sidebar than it is to manually add a private comment.
Please can these apps be readded? The replacement for this being to use internal comments isn't really a replacement, more like a step back from creating a streamlined workflow.
Thanks!
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10 comments
Mark Reddie
Extremely disappointed about this too, Dan. Removing this has reduced productivity when dealing with big incidents.
3
Dana B
Hi
I am not sure if you are talking about the ability to redact or if it was an actual app that was offered.
Presently, agent's ability to redacting on all plans less than Enterprise is only if they are given the ability to redact AND delete tickets. I am not interested in granting my agents access to delete tickets; i am positive that they would not delete tickets maliciously, however, there is always human error that we have to protect our clients from. The cost of moving to Enterprise is not something that we can support for our mid-sized support team.
I would LOVE to see redact available to plan less than Enterprise. Is this roadmapped?
Thanks!
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Shawna James
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Carlo Ocampo
Same thing. PLEASE bring back the private comment section. ALL of us at work requires this feature.
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Daniel Carvell-Brittain
Shawna James is there an update on this from your PM team?
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Kolten Kittleson
Hello folks,
At this time there are no plans to resurface either of those applications, but the teams are continuing to improve the native functions that replaced the apps.
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Tobias Hermanns
Hi,
we also struggle now. Our Agents need track down call details in Private Note and later write a Public Reply.
However usually they forget one, as Submit action only execute either Public or Internal Note, but not saved both together if content is in the fields.
An easier way like write Private with App and Public in Editor was helpful.
Any other idea how to fix that?
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Daniel Carvell-Brittain
I agree with Tobias, it's very frustrating to have to submit a ticket to ensure the internal note is posted and then we have agents who forget to go back and publicly reply. The private comments app was so good for this.
0
Tobias Hermanns
We’ve discovered a great solution and shared it here:
Noteflow - Zendesk Marketplace
If you’re looking to overcome the limitations of the Zendesk Private Comment App, this tool is a game-changer! Noteflow offers a seamless way to manage internal notes and enhance team collaboration directly within Zendesk. It’s user-friendly, efficient, and tailored to improve your workflow.
Give it a try and experience the difference it can make!
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Cedric F. Jacob
Using NoteFlow could do the trick for you. It mimics that old feature.
https://www.zendesk.com/marketplace/apps/support/1081069/noteflow
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