Current Limitation
In Zendesk, when creating a macro, we can add either a Public Comment or an Internal Comment — not both.
This means if an agent needs to send a reply to the customer and leave an internal note for colleagues, they have to apply the macro and then manually add the second comment afterward.
Why This Matters
Many workflows — especially in e-commerce, logistics, and multi-team support — require both actions in one go:
-
Public message for the customer
“We’ve escalated your urgent delivery request to the relevant team…”
-
Internal note for the next agent or staff member
“Check CRM tools for order status and escalate to the courier if delayed.”
Having to add the internal note separately:
- Slows agents down
- Creates inconsistency
- Increases the risk of missing critical internal information
Suggested Enhancement
✅ Allow macros to contain both a Public Comment and an Internal Comment action.
✅ When the macro is applied, Zendesk would post each in the correct visibility automatically.
Benefits
- ⏱ Speeds up ticket handling
- 🛡 Reduces human error
- 🤝 Improves team collaboration
- 📝 Keeps customer updates professional while ensuring internal notes are always captured
Your Input
If you’d find this useful, please upvote and share your own use cases below so Zendesk can see how widely this feature is needed.
The more examples, the better our chances of seeing it implemented!
Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. 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!