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Respect "public by default" setting on tickets with only internal comments



Posted May 23, 2024

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)

 

I would like the “Public by default” setting apply to tickets which only have internal comments, as it did prior to this rollout. This could be an optional setting, or even a workaround using a trigger or automation. This issue affects all agents on our support team, as we heavily rely on internally-created action tickets which require us to reach out to our users.

 

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

 

Each internally-created ticket which requires an agent to reach out to a user now requires an extra two clicks. For our team, this is around half of our ticket volume. 

 

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 affects upwards of 100 tickets per day on our small team. This change has a major impact on ease-of-use and productivity due to the extra steps required. 

 

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

 

No workarounds are currently available. Neither triggers nor automations allow setting the comments back to public. 

 

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

 

Assuming that rolling back the update is not an option: Ideally, the “Agent comments via email are public by default” setting under Tickets - Settings in Admin Center would have an option to apply the setting to tickets with internal comments only. 


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10 comments

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Sydney Neubauer

Zendesk Luminary

+1 we create many manual tickets and this impacts us as well

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+1. We create most of our tickets through an API that creates them as internal comments (and we want to keep it this way). 

Would love to see an option that lets us keep Public Reply by default regardless of how many internal/public comments there are in a ticket.

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+1 on this one

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+1 on this. Its creating extra work and a lot of frustration for one of our customers creating tickets through API as internal notes.

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+1. This is a time thief for us - and is frustrating for our agents. No logic behind the decision either. The responsibility with regards of GDPR etc is on the user, not Zendesk as a supplier. Please change back. 

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Emily Reidy

Community Product Feedback Specialist

Hey Alan and all,
 
Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. 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!

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+1 on this one

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My team was not notified of this update, which means we couldn't educate our agents on the change. As a result, a number of our agents have mistakenly written a reply to a ticket as an internal note, which means customers were ignored for days/unless they reached out again. Very disappointed about this change and the lack of communication. Anyone who uses a third party integration, like a chat bot, will be affected by this. 

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Amisha Sharma

Zendesk Product Manager

Hello all,

Thanks for providing feedback on this change. We truly appreciate your inputs.

 

I'd like to provide some context for why we decided to make this change, several customers had critical privacy problems with the old behavior. This change was made to protect the privacy and security of tickets. Private tickets need to remain private, while public tickets need to default to public comments for security reasons. 

 

We believe that If manual intervention is going to be required one way or the other, it's safer to make private -> public the manual choice. It was seen more dangerous to make agents manually choose to keep a private ticket private on every interaction.

 

But, we hear you and will explore how we can improve this experience. Thanks!

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Amisha,

Thank you for the update. I certainly understand the explanation and the desire to default toward safer outcomes, and I see  how this approach feels like a shift in that direction. 

If I'm not mistaken, the white-vs-yellow agent UX for public and private comments has applied to all versions of agent workspaces for a number of years and addresses this in a consistent, visible way.

On the other hand, “internally-generated tickets which require agents to contact end users” seems to be a common workflow for Zendesk users. I'm not convinced that disrupting this workflow is necessary to prevent accidental public comments when the UX does such a great job of addressing this already. 

I appreciate the quick response and hope that we can find some level of compromise to bring back this functionality, at least optionally for those who rely on it.

 

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