Allow agents to change a comment to public (for the Update to Comments by Third Parties / Third party change)

18 Commentaires

  • Michael Hoyte
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    We strip the CCs from tickets whenever they are updated due to having notifications go out when they shouldn't without the agent realising so this new functionality is a pain for us. Having the ability to change an internal comment to a public one would be great as a general change as well as specifically to cope with this.

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  • Arthur Smith
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    We would also like to see this functionality. The current suggested workflow (copy internal note and add CC manually) is just way too cumbersome, especially on fast moving tickets. A single click like this would make the pain of third party comments much easier to deal with.

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  • Sebastiaan Wijchers
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    Sound like a good suggestion. I was a bit surprised that Zendesk (finally) classified this as a vulnerabilty recently, while people were addressing this for over 5 years.

    At least we got rid of a big portion of painful situations and possible data breaches, but the chosen solution introduced new problems. I'd love to see your suggestion being implemented.

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  • Edwin Wiese
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    This is a crucial update for us to manage our workflows.

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  • Greg Bakken
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    I would like to add a vote for this feature.  Our customers are getting very annoyed with not seeing their updates.  Having the agent to copy/paste their comment back to public is very inconvenient and also loses the timestamp/flow of the ticket.

    I understand this would put some strain on the backend metrics and SLA's, so it would not be super easy to implement.  But due to the change, we really don't have a good way to let customers know.  Even if the change was made by Zendesk, we are still our customer's vendor, not Zendesk.

    Could we please see an update on this feature request by the community moderator or development team?

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  • Samuel D
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    +1 vote for this.

    This would be crucial to manage our workflows

     
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  • Gary Skinner
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    I agree with what Greg Bakken said above. Having only recently gone through a support ticket where I realised we were being affected by this, the frustration with not being able to make an internal comment public once the End User has been added as a CC to the ticket is palpable.  +1 to this request.

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  • Nicole - Community Manager
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    Hi all - 

    I checked in with the relevant product manager, and can confirm that the product team is aware of this concern. They may come up with a different solution to the problem than than what has been proposed, so it may not look exactly like what's been outlined above, but it is being addressed. 

    There are several things in the works around improving both security and usability. We do not have specifics that we can share at this time, but we will be back with updates as we have them. 

    Thank you as always for your participation and feedback!

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  • Greg Bakken
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    Thank you Nicole.  Can we expect to see updates to this thread when we have some guidance on what the product team will do for this case?

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  • Nicole - Community Manager
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    Hey Greg - 

    Yes, the plan is to update all relevant/adjacent threads when we have updates related to a request. To set expectations, I don't expect we'll have anything concrete we can share until early 2019. But people can continue posting relevant use-cases; product managers are checking up on these threads as the planning and exploration process continues around these issues. 

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  • Marjolijn McCabe
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    Thank you Nicole,

    I have also added my vote for this. To me, it's very strange that you can make a public comment private, but not the other way around. Especially since the trail of communication is lost in the workarounds. 

    As early 2019 has arrived, would there be anything concrete to share yet? 

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  • Nicole - Community Manager
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    Hi Marjolijn -

    We don't have any updates we can share publicly at this time.

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  • Julien
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    We have a use-case where we create tickets to a distribution list at the customer (eg: ticket@zendesk.com) and where we don't know who's behind ticket@zendesk.com. Any person at the customer in this distribution list may reply.

    Because we can't convert those comments as public replies, it disrupts the whole discussion. And if we add someone who replies as CC, they will receive two emails: first one from ticket@zendesk.com and the other from his/her personal email.

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  • Edwin Wiese
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    Any updates on this topic?

    Any workaround will be welcome.

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  • Nicole - Community Manager
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    Hi Edwin -

    No updates from the product team on this request are available at this time. Hopefully some other users will have suggestions on workarounds for you though!

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  • Sari Siekkinen
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    I totally vote for this as this have caused many lack of information situation on our organization where alot of people is willing to participate on tickets and has more than on email. I have seen that even though an agent has a primary email and secondary email on his profile - answering from outlook to a ticket may somehow choose the secondary email and sets his comment as internal and you can image what situation this can cause as requester do not receive the answer.

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  • Kenneth Heal
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    fwiw +1 from me too.

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  • Bevis Hungate
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    Million and one votes for this from me and the team here!!

    Does anyone know, if we opt out of the new CCs and Followers experience, would that fix this problem?

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