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Internal Comment Prevents Suggested Replies
Posted Sep 14, 2024
It appears that an internal comment deactivates suggested replies. This is problematic because of years of automatons that include private comments to alert agents to conditions when tickets are created. Private comments are also added if the ticket needs to be escalated to another group. It makes perfect sense to disable suggested replies once there is a public reply to the End User but I don't see values in disabling this based on Private comments.
If this was intentional, I'd love to understand the rationale that I am not considering.
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1 comment
Shawna James
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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