Edit internal notes

On notes and editing them as something Zendesk should allow/build:
Internal notes are just that - notes. They are not integral by design, even if a company using your product can use them in a way that makes them integral.
So when you say that not editing notes is a decision based on integrity, it does not really compute for me.

Best way would be to allow editing notes - but to make this optional. Admins could choose one of the following options:
1. Notes can be edited by Admins and Author
2. Notes can be edited only by Admins
3. Notes cannot be edited at all

This would satisfy all the needs, and move any responsibility from you to your users - it would be their choice on how to use/configure the tool.

Notes are iterative, not one-time infodrops
I use notes both for myself (making notes, or drafting customer messages on them before sending them, when work on the particular ticket is broken), and also for others (leaving notes of what has been done, and new learnings).

All of the above needs are iterative - I may not have all the information I need at the point of writing the note, so I absolutely must be able to save and edit it later. It simply is not an option that notes cannot be edited - as this quickly clutters the ticket.
If you don't make this available, then I must include a third-party solution for my notes, and let me tell you directly - that is not good - in fact, it is sub-optimal.

 

Strongly urging Zendesk to reconsider this request to be able to edit an ‘Internal note’ after it has been posted by only the user who posted it.

I’ve read some previous comments from Zendesk here indicating that it’s their intent to keep Internal notes as a “System of Record”; however, respectfully this is something that should be up to the client’s administrator and not Zendesk. Putting the onus to enable or disable this functionality on the client (admin) only makes sense that way Zendesk is not dictating the behaviour one way or another, and if the admin so chooses to enable it, that is on them and not Zendesk.

No point recapping the various scenarios and use-cases for this request as they are well documented by different users here, but please Zendesk, reconsider this request. 

(I’m able to edit my own post here after it’s been posted!)