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Jump to latest message - Private Note

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Nora Krogoll

Publication le 05 sept. 2023

Hi all, we noticed that when you click "jump to latest message" on a ticket, the ticket often only jumps to the latest public message, but not the latest private note. This makes it easy to miss a note that is newer than the latest public message. We would like to be able to adjust this in our settings. Is there a way? 

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    Noly Maron Unson

    Zendesk Customer Care

    Hi Nora,

    There is no setting in the UI to adjust this but I believe that Jump to the latest message will show you the last message even if it is an internal/private note. I did a test on my test account and I can confirm this behavior.

    Hope this helps.

     

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    Nora Krogoll

    Hi Noly,

    thank you for your response. One of your support agents suggested that I post my question in here because they seemed to think that the function was actually only meant for public replys. I will recheck with my team about their experience, maybe there is a delay in some automatically created internal notes that gives the described impression. 

    Thanks! 

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