Comments by users not explicitly added to the ticket will be flagged

23 Comentários

  • Gary Jackson

    As an example...

    The top note is from a customer - not an internal note.  Yet looks like an internal note :(

    8
  • Jonathan March
    Community Moderator

    Great point! Up-voted.

    3
  • DanielR.Devine

    Additionally confusing, they are listed under the Internal conversations in the top header.  I was immediately concerned about internal comments being visible to these users, but was assured they are not by Zendesk.  The should have their own grouping in the conversation bar and a distinct color from Agent comments.

    6
  • Dan Ross
    Community Moderator

    Upvoted! Agents are quite confused by the presence of user replies in Internal notes, a place that we've drilled into them is a 'safe' place. 

    Please increase the visibility of the notification on the top right of the comment ( no one ever sees them) and change the background colour of these notifications!

    6
  • Allen Hancock

    I sixth this request ;-)

     

    I'm a fan of the "comment by an unverified user is not considered public", however, treating it as any other private (agent) comment should not be the final result of this feature.

    5
  • Andrew J
    Community Moderator

    Definitely - this suggestion is already elsewhere.  This has created confusion... a non-agent comment should never look like an agent private comment.  Non-agents cannot make private notes... but oh, they can! :-(

     

    5
  • Stephen Belleau

    We also just discovered another side effect, that because these are considered private comments, SLA policy is not being applied. The ticket is being reopened, but does not have a "Next SLA Breach"

    9
  • Heather Rommel
    Community Moderator

    We'd like the option to make these public!

    2
  • Retouching Academy

    How come this still has not been addressed by ZenDesk?!
    This is confusing and customers are clearly specifying why right here.

    Is this going to be fixed? 

    2
  • Nicole S.
    Zendesk Community Team

    Hi Retouching - 

    There are some big changes being planned for the Support workflow and UI in the coming year, so I have flagged this thread as one of the ones for PM's to read through as they determine what the highest priority changes are. However up to this point it has not been deemed higher priority than other requests or plans. 

    0
  • Anurag Toshniwal

    Hi Zendesk folks!

    Just wanted to add another point here:

    If an organization uses G-Suite groups, and an agent CC's a G-Suite group on the ticket, then the response from any group member is also logged as an internal note. 

    Looking closely at the internal note, you can see that Zendesk notifies agents that "user_name was not a part of this conversation". This defeats the purpose though as I have to manually copy-paste the response that got logged as an internal note and then re-share it in a public reply.

    Can anyone provide a workaround? Thanks!

    2
  • Rvanzon

    I run into this problem almost daily, is there any update regarding this?
    Maybe just a small change as changing the background color?

    1
  • Andrew J
    Community Moderator

    Fully agree, flagged comments should not look like internal notes. It clearly defeats the intended purpose as an internal note adds credibility to the comment as looking like an official note.

    1
  • Stefan Jonsson

    +1 to this request and also the possibility for us to either whitelist users/domains or manually make the comment public.


    See my comments on this matter here:
    https://support.zendesk.com/hc/en-us/articles/203661606/comments/360002902633
    ...and here:
    https://support.zendesk.com/hc/en-us/articles/203661606/comments/360002928993


    ...and Zendesk's response here:
    https://support.zendesk.com/hc/en-us/articles/203661606/comments/360002932573

    1
  • Monica

    We're experiencing the same issue as Stephen explained in his comment with how the comments affect SLAs.  https://support.zendesk.com/hc/en-us/community/posts/360000993288/comments/360001257007 

     

    I don't mind the comments being hidden from the requester, but would like SLAs to apply as if they were public or being able to choose that setting.  I have implemented some automations based on SLAs, but these tickets fall through the cracks as they don't have SLAs.

     

    I frequently get questions from confused agents with who these comments come from, so it would be beneficial to have them be a different color to call them out rather than just the safety icon.

    1
  • Susana Fernandez

    +1

    This is still not fixed... is it at least in the pipeline? :)

    1
  • Rox

    Sorry, but this is becoming a nuisance.

    When can this be fixed?

     

     

    0
  • Svend Koustrup

    We have a slight variation to this, but the same concerns applies.

    Example:

    This flags the reply as "not part of this conversation".

    Also, does that person see this comment in the email replies and in the Help Center, or is their own replies invisible to them?

    I understand that this, if not implemented, could be used as email relay spam, but if it's from the same organization, it should be safe.

     

    Please, could we have an official update to this?

    Nicole S. wrote this two years ago

    There are some big changes being planned for the Support workflow and UI in the coming year, so I have flagged this thread as one of the ones for PM's to read through as they determine what the highest priority changes are. However up to this point it has not been deemed higher priority than other requests or plans. 

     

    2
  • Chris Mitchell

    Can we please have an update on this Nicole S. as it's been some time since initially mentioned, and it's continuing to create confusion for service desk users.

    2
  • Brady Myers

     Andrew J and Nicole S.  Any update on this item? I have multiple customers that we create tickets for (on their behalf) and it goes to a group mailbox (which distributes to their team). Then someone will respond via personal account at that company and it is marked private. 

    0
  • Andrew J
    Community Moderator

    Svend, the simplest solution to your issue is, well, the simplest. When someone replies from a different email, fix it forever in 20 seconds by adding the second email to their user profile. If they have one under each merge them (you should check with them about this). Then just repost the comment as public with a short explanation if necessary. After this they will see future public replies. Private replies are not visible, neither are these flagged replies, hence why you would manually add it to the stream. But most importantly, fix the issue by making sure that email is connected to their profile. But be careful if the email is generic as in your example, as it may be used by more than one user and you'll hit more problems.

    Brady, I can't speak for Zendesk, I am just another Zendesk user.
    Changing the colour would be great as I have already commented.
    Distribution lists create this issue quite badly, as they literally have no genuine requester. The full solution in my opinion to the general issue would be to have an option to unprivate the comment, and add the person as a cc or requester. However in the case of distribution lists this could be particularly awkward. Once one commenter becomes public, every comment they make goes to everyone on the list, this is a disaster waiting to happen because firstly the recipient does not necessarily know that the ticket is connected to the distribution list - if the message is poorly worded they may not realize that any other person in their team sees it (spectacular nuclear accident potential); and secondly, with one prolific commenter, or if several respond and get public status, the entire team is getting these responses. Zendesk specifically does not support distribution lists.
    For this reason alone I can see a good reason for not allowing making comments public and adding the commenter to the CC easily.

    But change color, definitely.

    0
  • Andrew J
    Community Moderator

    Quick update, just heard that this (changing colour) is not on the roadmap currently.
    Another slight aside, these 'suspended' comments not only look like a private comment, but also are fully treated like one, which may affect triggers and maybe other things that work on 'comment is private' conditions.
    To safeguard this, when applicable, you may wish to add 'current user is agent' condition depending on your requirements.

    0
  • Brady Myers

    Andrew J, I was able to reach out to support and they could disable this "feature" and now it works for me! Comments that come in are not private. 

     

    Thanks,
    Brady

    0

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