Feature Request Summary:
For our approach, having “public reply” pre-selected instead of the “internal note” would be the preferred setting.
Zendesk is first and foremost used to communicate with customers, so we want to start typing right away without having to click and select public reply first.
I am aware of the other discussions on the topic and that other teams have a different take on “internal note”. So please make this a preference, at least.
Description/Use Cases:
Minimize the mouse clicks for all agents on a daily basis.
Business impact of limitation or missing feature:
Fewer clicks, less time wasted. And the constant switching to “public reply” for 20 agents has a noticeable impact.
Thank you for taking the time to provide us with your feedback. Scott, I think you are offering a solution here but let me know if I am misunderstanding your comment. 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!