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Public and private comments post together

Related products:Support
  • January 23, 2024
  • 9 replies
  • 17 views
Rolf11

I've noticed in Agent Workspace it is now possible to type a public reply as well as an internal note.  However, when submitting the ticket, only one of the comments is posted to the ticket (The one that the agent has selected at the time of submission) 

We have an instance where agents will regularly post both a private comment to add some key files or details to the ticket for our internal needs and also send a public, however at the moment we have to re-open the ticket (or set the drop-down to "stay on ticket" and then change back again) to then switch to the other comment type and re submit to include it.

It would be good to be able to post both the public reply and the internal note at the same time when the ticket update is submitted. I'd suggest that the internal note is posted first but it doesn't matter in our usage instance.

 

    9 replies

    Rolf11
    • Rolf11
    • Author
    • January 23, 2024

    To add further detail to this, we carry this out on almost all our tickets and having to open the ticket back up to re-post with the alternative comment type is time-consuming and involves extra clicks of the mouse etc.

    In this day and age,  these small moments add up and impact CX.

      Shawna James
      • Shawna JamesCommunity Manager
      • Community Manager
      • January 25, 2024
      Hello Rolf, thank you for taking the time to provide us with your feedback and for sharing additional details. This has been logged for our PM team to review.
       
      For future reference, here’s our product feedback template. This template has been designed by community members and PM's to help users provide the most accurate details for their feature request so that we can better understand your use case and needs. You do not need to update your post now but we would appreciate it in the future if you could utilize the template.
       
      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!
        A
        • Audrie
        • February 21, 2024

        When escalating a ticket internally, we send a public reply to the requester advising that the ticket has been escalated, and then we need to add an internal note to provide information to next level support.  We have several macros for this and it would be great to be able to put both messages in the same macro.

          R
          • Rosie13Employee
          • Employee
          • March 21, 2024
          Hello Audrie,
           
          I wanted to thank you for your interest in this post. As Shawna mentioned, this has been communicated to our PM team to look into this feature. This means, it's not available just yet. We are looking forward for any update or any progress regarding this feature. Additionally, you can stay informed about new features and updates to our product by following this section here and keeping an eye on this article for any updates.
           
          Thank you for your time. Have a wonderful day!
           
          H
          • Hailey11
          • September 9, 2024

          This is a feature that I would also like to see added. Thanks!

           

          Samir12
          • Samir12Product Manager
          • Product Manager
          • February 3, 2025
          Hello All, 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.
            Tobias11
            • Tobias11
            • Contributor
            • February 3, 2025

            +1

             

            We just have some rules i.e. Zendesk Talk do a “INTERNAL COMMENT” about the call, at same time have a MACRO to inform customer about the call is solved and rating option send out.

            This is 2x Submit 1x Internal or the Macro overwrite the Text Composer from “Internal” to “Public” and Agents forgetting to save the internal notes.

             

            Should be better.

            Tobias
            Bryan28
            • Bryan28
            • February 28, 2025

            When escalating a ticket internally, we also need to be able to send a public reply to the requester about the escalation, change priority, and then add an internal note to provide information to next level support team. It would be great to do this one one macro instead of needing to use multiples which is harder to remember.

            Dileep
            • Dileep
            • November 19, 2025

            +1 to this use case:


            Hello Zendesk Team,

            Today when we have our L1 agents sending the ticket to L2 agents, we use a macro with a private comment having a template of a response having all the details of debugging; however, I would like to have a public comment in the same macro informing our customers with a template message sharing that we have escalated to L2 and additional details.
            Thanks

            Dileep Nalla
             

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