Make internal comments public

4 コメント

  • Jonathan March
    Community Moderator

    Hi Stef,

    I am a ZD user like yourself, and I have at times wanted this feature too. But there are three arguments against it that make me think that this will not happen:

    • The workaround is easy -- copy the comment into a new public comment.
    • It would create a grave risk of internal information leaking accidentally.
    • It would mean that Light Agents could respond to customers, which would undermine ZD's revenue model (which, BTW, I do not begrudge because I want ZD to thrive so we can keep on using it!)
    -1
  • Stef Viveen

    Hi Jonathan,

    Your arguments do make sense, but with proper limitations of the requested feature this could really be a win win:

    • If Zendesk blocks that internal notes created by (light)agents can be made public comments, the risk of leaking internal information is overcome and Light Agents can not respond to customers.
    1
  • James Barkwith

    I agree completely with the request for this.

    We have situations where a customer makes a ticket, say on a service@ or support@ account from their company, and then they reply with their personal company account after it has been created.

    Those messages then go internal, and there is no way to make them public.

    Copying their message and pasting and replying with that, seems like a fudge - and shouldnt be required.

    There should be a way for an Agent or Admin to change an internal ticket (which is marked with ! on the right, saying they are not part of the conversation), so it is able to be corrected. Adding the person to CC would solve it, but its too late for that message which has already come in. 

    Its shown to be a problem and the person is not part of the conversation, yet there is no option to fix it, and there should be.

    As long as there is no option to turn Internal Notes from Agents into Public Comments, then I cant see the problem. There should be an option to change external customers replies, public, if the Agent deems it suitable.

    Even if this was an Advance Setting which needs to be first enabled by Admins, so not everyone gets this priv right away, it should be there. There needs to be a way to fix messages which are incorrectly Internal and make them Public, Period.

    Regards

    3
  • Stef Viveen

    This exactly!

    "We have situations where a customer makes a ticket, say on a service@ or support@ account from their company, and then they reply with their personal company account after it has been created."

    1

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