My internal notes are showing up as public replies and nobody at Zendesk is able to help meRespondida
My internal notes are showing up as public replies and vice versa. When I go to erase one of the messages in either public replies/internal notes, even the other gets erased. I have never had this issue previously, and the support center is unable to help me. They keep saying that they spoke to the "experts" and they don't see the issue on their end. But I see the issue on my end, and need a resolution. I can't type internal notes and close/merge tickets, as they show up as public replies. I was told to divide the ticket into two, one to send a public reply, and the other to create an internal note. The whole point of using Zendesk is to reduce the amount of tickets, and not add tickets. I have to send emails to the people I assign tickets to, as I can't type internal notes. It is counterproductive. Please help!
Is it possible to provide a screenshot (of a test ticket) of you adding a Private comment to a ticket (apply the comment details, but don't hit the Submit button), and a screenshot of the Events for that comment after it has been submitted?
My reason for asking is to see what you are seeing for "Internal" notes and what the system sees it as. This can also let me know if you possibly have the "Agent comments on all tickets are public by default" option enabled within the Admin portal.
Thanks for your help Mike! We found a solution. Take care and have a great day!
Glad to help anyway I can. :)
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