Recent searches


No recent searches

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!


12

10

10 comments

Extremely disappointed about this too, Dan. Removing this has reduced productivity when dealing with big incidents.

3


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!

-1


image avatar

Shawna James

Community Product Feedback Specialist

Hey Dan, thank you for taking the time to provide us with your feedback and to others for providing your use cases and interest. This has been logged for our PM team to review. For others who may be interested in this feature request, please continue to add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!

0


Same thing. PLEASE bring back the private comment section. ALL of us at work requires this feature.

2


Shawna James is there an update on this from your PM team? 

0


image avatar

Kolten Kittleson

Zendesk Product Manager

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. 

0


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?

1


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


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!

1


Using NoteFlow could do the trick for you. It mimics that old feature.

https://www.zendesk.com/marketplace/apps/support/1081069/noteflow

 

Image

 

0


Please sign in to leave a comment.

Didn't find what you're looking for?

New post