Edit internal notes

Hi 9122539332250 ,

You're absolutely right that our apps can't actually edit the internal notes.  Unfortunately there is no way around this, only the workarounds we have provided.  Other than workarounds, we'll just need to hope enough people upvote the request that Zendesk can pick this up one day, but I don't foresee that happening anytime soon. 

Cheers ~~

Dear Mark and James, the “Save as Draft” does not meet the requirements from the community, which is to be able to edit internal notes, can you please implement a way to edit the internal notes specifically?

As well as James' app please have a look at Sticky Notes - which includes the ability to edit internal notes mentioned in this thread and is packed with other features such as logged notes, smart notices and more.  It's cost effective too at only 0.90c an agent.  More info on the app here Please contact us via our help centre if you have any questions.

Hi all,

We have uploaded an app on the Zendesk Marketplace called Save as Draft, which should may be able to help out with the use case outlined above.   Specifically, the app provides a special field for creating drafts which can be re-opened and modified later by the same or other agents.  This can be used for tracking all kinds of internal discussions, including the types discussed in this thread.  The app is free to use, so please give it a try and see if it can help.  Full description of the app is on our Help Centre here.  Feedback is welcome!

Cheers ~

It seems that ZenDesk is sticking to an official "no" here but this has been one of the top complaints since we went live a couple of months ago.  Our past two systems allowed us to edit notes.  Our work item tracking software - Microsoft Azure DevOps - let's us edit our discussion notes.  It's so frustrating to realize you have a typo but the only thing you can do is add another note which will distract the next person reading the information.

Edit - oh nice, I can edit my comment on this forum!

Between not being able to edit a typo in a comment and not being able to edit any categories. such as customer/issue type etc... you're really pushing users to other products. A simple change log showing the original/new, in some form of toggled view would accomplish both needs; users ability to edit simple typos and the system ensuring the integrity of the data. Ideally you would allow your customers to manage their employees. Nicole Saunders

I also cast my vote for note editing, even if it's just for admins. Not being able to edit a typo or add additional information to an existing note is infuriating. Other ticketing systems do offer this option.

EDIT: I wanted to second Trina Moon's comment that having always to create a new note “clutters” the ticket, making it unnecessarily harder to follow instructions I might have provided to team members through these notes. If maintaining the integrity of Internal Notes is such a priority, what about adding a "commenting" section that's available only to admins? 

-Edited for clarity

I guess I am in the minority here. I don't want agents to be able to edit notes. I would rather see the progress of the ticket through the notes. Even if the agent makes a mistake I would like to see that. It's not just an educational opportunity but it's also a reason to be a little more diligent about what you are doing. Hopefully taking a little time in notes means your taking a little time with your response.

Audit logs of most tools we have looked at do not track anything in notes other than when it was added/edited so you get no knowledge as to what was changed or removed.

+1. It is so common for our Agents to need to post multiple internal notes which adds to the clutter. We also use the KCapp to link articles to tickets which is added as an internal note. Agents commonly link the wrong article and there isn't a way for us to exclude this from reporting or from the ticket.

As long as the ticket events shows who removed the comment/what was on it, then there shouldn't be a problem with Agents editing internal comments as long as it is their own comment (we don't want them editing other Agent comments)

This would be an important feature as the "redact" feature doesn't help much here. 

There should be a way for the agents to easily edit the comments in case of a typo or just to add something if necessary. This should be logged as well, so that admins could see what changes have been made.

In addition,  there should be an option to enable the end users to also edit their own public comments.