Amisha Sharma

Hello everyone,

Thanks for posting your feedback on this forum. We will continue to think through all the use cases as we look into improving this experience. We are looking into customization options currently, so this feedback is extremely helpful. Thanks, I'll be back with more updates as we get closer to a solution.

Hello everyone,

Thanks for this very valid feedback. We do have a workaround available for this pain point. I'd like you all to review draft mode in the composer: https://support.zendesk.com/hc/en-us/community/posts/5706421005978-Draft-mode-in-composer-We-want-your-feedback?per_page=30&page=3

If you enable draft mode on a chat/messaging ticket, pressing “enter” will not send the message, you have to explicitly click on “send” button to send the message. Also, if you enable draft mode on one ticket, we remember your preference for the subsequent tickets you open. Hope this helps. Please let me know. Thanks!

Hey Stefan,

Thanks for reaching out. This feature is definitely on our radar and we are exploring the best ways to implement this. We will surely get back with more update once we include this in our roadmap. Thanks!

Thanks for this feature request.

We will follow this post to continue understanding how our customers intent to use this feature. We would also love some clarity on how your envision this feature would behave:

1. Do you imagine a toggle to convert a comment to public? Do you expect to change it back to internal at some point?

2. When you toggle it to make it public, would it go to the customer as a new comment or should it respect its position in the conversation history?

Thanks!

Hello all,

Thanks for providing feedback on this change. We truly appreciate your inputs.

I'd like to provide some context for why we decided to make this change, several customers had critical privacy problems with the old behavior. This change was made to protect the privacy and security of tickets. Private tickets need to remain private, while public tickets need to default to public comments for security reasons. 

We believe that If manual intervention is going to be required one way or the other, it's safer to make private -> public the manual choice. It was seen more dangerous to make agents manually choose to keep a private ticket private on every interaction.

But, we hear you and will explore how we can improve this experience. Thanks!

Hello all,

Thank you for providing feedback on this feature request. We are currently monitoring this post and will work towards prioritizing this on our roadmap. Thank you for your continued engagement. Thanks!

Hey Elizabeth,

• does it apply to chat messages only or also email messages and webform messages? Am asking because all the examples in the announcement are quite short with little formatting

The new design applies to all channel ticket. You can opt into the beta to get an early sneak peak into how tickets would look like. If you have a sandbox, you can choose to get this beta on that.

• how does formating like bullet points, tables and code examples display in bubbles? Many messages are long and require formatting to solve detailed issues

There should be no changes to how rich text shows in the bubbles. Please let me know if you have more questions.

Thanks for providing the screenshot, Viachaslau Skorbezh!