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Convert Internal Notes to Public Comments & Disable Auto‑Internalization for Non‑Participants

Related products:Support
  • July 17, 2025
  • 6 replies
  • 21 views
박

Hello Zendesk Product Team,

Our organization relies on email‑triggered workflows in Zendesk and also, we have to manage long‑running tickets that involve many collaborators. We have encountered two key pain points that hinder visibility and slow down our processes:

  1. No “Make Public” for Internal Notes
    Once the system action converts a comment into an internal note, there is no built‑in UI or API method to revert that note back into a public reply. Agents must manually copy & paste note content into a new public comment, which is time‑consuming and error‑prone.
  2. Automatic Internal Note for Non‑Participants
    By default, any inbound email from a user who is neither the ticket requester nor on CC is automatically classified as an internal note. This prevents requesters or CC’d collaborators from seeing important updates from third‑party respondents, causing confusion and delays in collaborative threads.

Requested Enhancements

  • “Convert to Public” Functionality: Provide a way—either via the UI (a “Make Public” button) or an API endpoint—to convert existing internal notes back into public comments without manual copy‑paste.
  • Configurable Auto‑Internalization: Add a tenant‑ or user‑level setting to disable or customize the rule that automatically marks non‑participant replies as internal notes, so teams can choose to treat all replies as public by default when appropriate.

Implementing these features will significantly improve cross‑functional visibility and streamline our ticket collaboration. Thank you for your consideration!

    6 replies

    Scott12
    • Scott12
    • July 17, 2025

    +100 there are a couple of requests for this, no movement on it so far from what I've seen.

      강
      • 강주만
      • July 18, 2025

      Improvements to this functionality are truly important and urgent when using Zendesk for email communications.
      Due to these issues, critical information is sometimes missed, leading to various difficult situations.
      For the long-term use of Zendesk, I sincerely hope this functionality will be implemented as soon as possible.

        Shawna James
        • Shawna JamesCommunity Manager
        • Community Manager
        • July 18, 2025
        Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review however there are multiple requests for this feedback post as noted. We will continue to accept feedback however you can see the most recent communication from our product team here. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!
         
          O
          • Olivier11
          • August 14, 2025

          This is currently an important issue for us as well.

          Our activity require us to have multiple participants and CC in a single ticket, and it regularly happens that a new participant is answering after someone forwarded the email to him (not directly added to the email chain), and it's automatically added as an internal note in the ticket.

          This is a problem, as we identified several use cases where this happen, and all of them are more of an inconvenience to us than it is a security. When this happen, our responses as agent do not include the last client message since it's passed as internal note and it creates confusion.


          We need a feature allowing us to either configure the auto-internalization of comments added by a non-participant, or the possibility to make a internal note as public. Ideally both

            Amisha11
            • Amisha11Employee
            • Employee
            • January 8, 2026
            Thank you for taking the time to provide us with this feedback! 
             
            This is a great feature request and I have added it to the backlog for future consideration. This means that we will think about adding it as a priority later in our planning cycle. We are going to leave this post open for comment to allow others to provide their feedback and use cases, however please note as is stated in our Community Guidelines that we can not commit to prioritizing any one piece of feedback we receive in the community. 
             
            Thank you again for your feedback and for being a valuable customer with Zendesk.
              박
              • 박
              • Author
              • January 15, 2026

              @amisha11  Thank you very much for your response!
              Our company finds Zendesk Support extremely useful and relies on it heavily. However, due to this issue, we continue to experience disruptions in the continuity of email sending and receiving records, which has caused significant inconvenience.

               

              Although I am not very familiar with the technical aspects, since the system already has a feature that allows public comments to be converted into internal notes, I believe that implementing the reverse function would not be particularly difficult, nor would it cause inconvenience to other users.

               

              I kindly ask for your positive review and consideration of this request.

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