Thomas Wang

Hi, Jonathan 

How to make the Internal Note as the default setup for all the comments ?

But when customer cc'ed in the ticket see that comment in the Public Reply it is too late. I'm looking for a way to remind agents checking what they put into Public Reply before submitting the ticket. 

Hi, Zendesk team 

Recently there are some cases that the agent wrongly pasted internal communication into Public Reply instead of Internal notes.

Is that possible to add confirmation pop-up windows for the agent to click and confirm whenever they update the ticket status. Therefore the agent can check and verify whether the update is for an internal note or a Public reply.

+1. Yes we also would like to have this function because sometimes the teams only need to work half due to public holiday