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Internal notes can get silently truncated if they're over the limit, resulting in loss of text/data for Agents.
Posted Nov 18, 2024
See https://support.zendesk.com/hc/en-us/community/posts/4409222748314/comments/8364646262810 for more detail.
In summary, when you submit a comment over 64k, it used to get truncated, and any text/data over the limit would be lost. A fix was applied to public replies, but internal notes still has the same issue with no warnings.
This was fixed for public replies as detailed in the pinned post:
We have released the Email Truncation Alert feature (only on Agent Workspace). This feature will consist of two changes:
1. Counter will show at the bottom right of the composer when you 5Kb away from hitting the limit. The counter will keep changing as you enter more content and will go in negative at some point.
2. An error message will pop up if you try to submit a ticket that is over the 64Kb limit. You will need to edit your content and then try submitting again.
However… it looks like that fix was only applied to public replies. For internal notes it will not show a counter, and will not provide an error if you try to submit the note. The note will submit successfully, but you'll just lose any data over the limit.
Please could the same behavior / safeguards be put in place for Internal Notes, which already exists for Public replies? 🙏🏻
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2 comments
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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Scott Tynan
It also doesn't solve the issue for incoming comments provided by email.
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