We like to have an option to convert ticket updates that are flagged as an external comment on a ticket and arrive as an internal note, back into a public comment. Now such updates are kept as an Internal Note in the system, we notice our customers are losing insight in the conversation and it's confusing for employees that later on check in on this conversation.
Accepted
Convert "internal" note into a public note
- Community Manager
Hi Dewi, thank you for your feedback. This has been logged for our PM team to review. We appreciate you taking the time to share your thoughts with us. For others interested in this request please upvote the post or add your comments with other use cases here. Thanks again!
- Employee
Thanks for this feature request.
We will follow this post to continue understanding how our customers intent to use this feature. We would also love some clarity on how your envision this feature would behave:
1. Do you imagine a toggle to convert a comment to public? Do you expect to change it back to internal at some point?
2. When you toggle it to make it public, would it go to the customer as a new comment or should it respect its position in the conversation history?
Thanks!
This is required due to staff members/light agents Cc'ing in Zendesk. You then need to change the request to the end user/customer and reply, but the initial email is internal/private, so they can't see it. Then, the customer asked what this email was about.
1. Do you imagine a toggle to convert a comment to public?
Yes, please, a toggle. Do you expect to change it back to internal at some point? It's not needed, but it would be good to have.
2. When you toggle it to make it public, would it go to the customer as a new comment, or should it respect its position in the conversation history?
Respect its position in the conversation history, so they have to look at the last comment to see it like reading an email, not just the last comment but the chain.
I'd like to know the current status of this requset and our team also really needs this function as well. I have also posted the same request. https://support.zendesk.com/hc/en-us/community/posts/9492973303834-Convert-Internal-Notes-to-Public-Comments-Disable-Auto-Internalization-for-Non-Participants
I'd also like if this feature was available. Usecase: A user forwards an email from Zendesk to another used, which then replies directly to our Zendesk email. This message is flagged and added as a private note to the ticket. But if we would like to reply to that message, it will not be included in the chain as it is a private note.
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