Changing the default privacy of ticket comments for different brands

Hello Marleen,
 
Thank you for taking the time to provide us with your feedback. Can I point you in the direction of our product feedback template? This template has been designed by community members and PM's to help users provide the most accurate details for their feature request so that we can better understand your use case and needs. If you could, we would appreciate you taking the time to update your post and utilize the template to add the specifics requested. 
 
For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!

Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. (2-3 sentences)

We really need to be able to set the default privacy for different brands instead of instance wide settings.  Since we have different brands in one instance all our agents have asked for this feature. 

 

What problem do you see this solving? (1-2 sentences) 

This will create more efficiency for our agents. And it will reduce incorrect public replies for our agents. 

 

When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)

This problem happens on a daily basis. This is critical for our business as we have implemented new teams using the selling point that Zendesk is more efficient. However having to change the mode in the ticket every time is not very efficient. 

 

Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)

No because there is no workaround. Triggers and macro's can only change the mode after a ticket has been saved. 

 

What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)

I would like to be able to set the default per brand. Now we have to choose between public reply or internal note and it effects all our brands. 

Thanks Marleen! We appreciate you adding this further detail.