"Requester can see this comment" default setting

Hi 1263169425010 and apologies for a delay in my reply.

Appreciate you expanding on the point in detail, the options are now perfectly clear :)

All the best! - Ivan

Just a note from the Zendesk Community Team: we've checked the links Amon shared and they are legit and safe to click. :) 

Hi 5510068047642

I'm sorry if I was unclear, I thought I was being succinct 😃

In an ideal world, as an admin I would want to make the merging messages private by default, but since I currently can't, I have updated the trigger that sends email notifications to Requesters and CC's when public messages are added to a ticket.

The addition of the condition I mentioned previously makes sure that we don't send emails when a merge happens. I'm unsure if this message is always in English or if there are language variants!
This is a working solution or workaround that we have in production.
Here is an example of how the condition and action part of the trigger could look:

If your email notifications only send the most recent message (not the entire comment thread), then this should be good enough to ensure that the merge message will never become exposed to the requester.

However, if your notifications do contain a thread of the ticket conversation (like the orange highlight above), it is possible that the merge message will be exposed in subsequent public messages - I'm not too concerned with this, but I recognize that some may wish to completely avoid this.

If an agent notices that they forgot to untick the public merge tickets message, they can still prevent it from being sent as part of future messages by making the merge message private - this option is revealed after the ticket event log is ticket on.

 

Hi 1263169425010,

Can you please rephrase your instructions? Honestly, find the wording hard to grasp and understand whether you've found a solution that works or is this something that you've only tried?

Also, not understanding the second paragraph part about "Unless the agent actively makes the message private..." at all.

Best - Ivan

I agree that admins should be able to control the default setting here. We can't trust that agents will untick those boxes when merging.
We never want this merging message sent out, so we added conditions to our "Notify requester and CCs of comment update" trigger, so it would omit sending these updates - not sure if someone already mentioned this.

Unless the agent actively makes the message private afterward (make comment private), however, subsequent messages may still contain that, but I feel that is less of an issue than broadcasting it, to begin with. 

I just switched to agent workspace as well and this is also a problem for my agents. Can Zendesk please do something about this? 1265082694930

I have tried disabling both "Agent comments via email are public by default" and "Make email comments from CCed end users public (not recommended)" in my admin panel and I am still prompted to uncheck the box upon merge. Even tried signing in and out, clearing cache, doing a hard reload. 

I even looked to see if it is possible to update the ticket trigger for this, but nope, it's an all-or-nothing situation. One of these things need to become an option. Preferably just give us a setting to uncheck this box by default. It is RIDICULOUS to depend on agents to do this, it slows down their workflow, leads to human error, and confuses our customers. 

7 years and counting. FIX THIS

We merge many tickets each day. The current settings make no sense for us.

We would like to set it so that by default, the checkboxes are unchecked and the customer does not receive the notification.

I too very much doubt there will ever be any action on this. Zendesk do not appear to have any interest in the matter.