Daniel Hart

As many have mentioned already, when dealing with longer emails in Zendesk Support, having the reply/comment field at the bottom is a major pain. Having it at the top like the older view, but separated from the previous ticket replies, so you can scroll the previous replies but still have the reply/comment field at the top visible would be so much more intuitive.

Understand you have tried to mimic what social media apps are currently doing, but for short messaging, this is fine, for support tickets with lots of information, it just feels wrong.

Hi,

Is it possible to have new tickets created from a defined email address to be a private note?

I ask this as we generate licences for our software, and we have a form that gets completed by our own users on behalf of our customers. When we reply with licence details to the customer, we do not want the customer to see the details of the initial email that we receive (that generates the ticket). 

If the initial ticket that gets created is a private note, then we as agents can see the details of the ticket, but the customer will not when we reply (publically).

Please let me know if this is possible, or if there is a better solution to this problem.