Chretien Mayes

I would like for this to be added to Zendesk to allow myself and my team the ability to handle mistakes from customers. We have a number of Points of Contact that email multiple questions in separate email threads on the same day and then end up crossing their wires on which topic they are discussing in a thread. In these cases, after they've sent the email to the wrong thread they send a copy to the correct thread to get back on track. However, this makes a mess of the comments on a ticket and causes more time, on my teams part, trying to sort out which comments apply to the actual ticket. So, we end up going back through after the issue is complete and just sending a manually edited email thread that contains only the pertinent information to make a new ticket and deleting the original.

Honestly, I'm truly surprised that Zendesk doesn't have the ability to delete comments. I agree with the comment above that preventing the ability to edit/delete comments should be the choice of the account admin. This seems to be a HUGH omission to allowing agents and admins to work efficiently and truly knocks Zendesk down in value.