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Internal Notes and Public Reply - Not able to toggle back and transfer populated text, attachments or other data entered

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Luke Desmond

Publication le 23 août 2022

In previous version of ZD any text that was typed into the message response field would not change when an agent toggled back and forth between "Public Reply" and "Internal note". 

Agents would have "internal note" mode on to draft notes and then toggle to "public comment" to send note. 

In new space they are completely different spaces. As an agent it turns into a copy/paste game or more. 

 

Public Reply Example

 

Internal Note 

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    Amisha Sharma

    Zendesk Product Manager

    We're discussing this topic here: https://support.zendesk.com/hc/en-us/community/posts/4487359529754-Agent-Workspace-Keep-content-from-internal-note-if-changing-to-public-reply

    Please continue providing feedback there. Thanks!

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