Patrick Sondak

Zendesk Support switches the reply box in the new interface to the last ‘state’ of the ticket. In the case of Answer Bot this is an internal note. As a result, our agents have to switch the state of every ticket manually from an internal note to a public reply.  It would be a great addition if we were able to choose a public reply or internal note as a default state. 

Subsequently, if an agent writes down a reply in the internal note box and later on switches the state of the ticket to a public reply, the written text is removed. In the past, this text carried over from an internal note to the public reply. It would be a great addition if this would be possible again. 

Thank you