If the person replying to the ticket notification is not currently the requester or a CC, the reply becomes a private comment. We would suggest using a different color other than the internal note color to colorize it.
Accepted
Change the color of a third party reply to tickets
- Employee
Thanks for sharing your feedback, Pete!
If other users would like to see this functionality, please up-vote Peter's post and add your thoughts in the comments below.
It would be nice to have a different colour other than yellow not quickly see someone outside the company is replying to this ticket as it is confusing for the agents if has the same colour as an internal private note .
- Employee
Hi Everyone,
Thank you all so much for taking the time to share the feedback with us in regards to the way we display the messages in the conversation log. We are actively listening and have our eyes on this post. Our team would like to investigate this feature request further to find the best way to address your needs. On September 14th, at 11:00 am CST, the Agent Workspace team will be hosting a closed feedback discussion that will focus on Conversation Log navigation improvements, including, searching, sorting, color difference in replies and how the latest message is displayed. Join us as we have members from the Agent Workspace team on hand to hear more about your pain points and use cases! RSVPs will be limited so be sure to sign up as soon as possible!
If you're interested, you can RSVP here: https://events.zendesk.com/e/mn6yap/
We would love to chat with you and find the best solution. Thanks!
Our team has made a similar request, in that they would like to see Side Conversations depicted as a different color. Currently, these are the same color as internal comments and it can be challenging to distinguish these.
Agreed!
The yellow color also causes confusion because it makes the third party message appear as only an Internal Note. In other words, the agent isn't sure if the third party message was received by all or if it is just an internal note.
Internal notes and third party replies should not be the same color.
- Employee
This is great feedback. We are working on improving the reading experience, so I'll be keeping a close watch on all the feedback on this thread. Thanks everyone!
It would be great if we differentiate between User and Agent update. Very useful for Agents to easy identification.
It would be really helpful if the customer message could be displayed in a different color than the employee's message.
Also possible would be that the own messages are displayed on the right and the customer's on the left (similar to normal chats like WhatsApp).
- Employee
Hello All,
While we don't have an update at this time, we're keeping a close watch on this thread and appreciate all of your feedback. We're currently exploring different solutions for this and plan to work on this sometime next year. Thanks again for your patience.
This is something we would also like to see.
We use third party apps that leave an internal note, we would like to see these a different colour.
In fact, it would be great to be able to tailor the colour using triggers
I am also very interested in this functionality. It would be easily recognizable if the color was different to an agent! Status update on this???!!
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