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A lot of teams have been using ticket comments extensively to collaborate everyday. Notification Center further improved this experience by bringing real-time updates. 

As we continue to build more improvements to this experience, we've shipped a small-yet-important one today: edit & delete ticket comments



You'll find both these options right next to the comment you made. 

By default, comment authors can edit their comments while administrators can edit all comments. Likewise, comment authors can delete their comments while administrators can delete any comment. 

You can customize this using profiles as well. Just allow the 'Modify Comment' permission for a particular profile and all users under that profile will be able to edit & delete comments. 

In addition to this, you can also check out each comment's revision history. 



As always, feel free to respond below and let us know what you think. If you have any ideas on how to improve collaboration within your customer service team, we'd love to hear those too! 

19 Replies
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  • 10 years ago

Awesome, thanks guys! Great functionality.

  • 10 years ago

Closed Eye and Open Eye - are they backwards?


Open Eye = Shown to Customer
Closed Eye = Hidden from Customer

can you confirm?

  • 10 years ago

Good one

  • 10 years ago

This is a very needed fix. I use the comment field all the time. This is one of the things I like about Zoho. I can not tell you how many times I wished I could edit or delete something. Thank you for the update. This is awesome!!!!!

  • 10 years ago

Thank you, for bringing this up Alan and I apologize for any confusion this may have caused. I do confirm that they're the other way round right now. It is due to be corrected in our next update.

Brilliant! 


What would also be good is if you could hide some of the emails in a thread. (I have some where it is me asking for remote access to site... and getting out of office responses)


Hi Guys,


Can you advise if its possible to limit the editing of all comments to administrators only?

And also if the same applies for the edit of the initial ticket?

Many thanks,

Laura

  • 10 years ago

Dear Laura,


Yes, there is an option provided to manage ticket comments under profiles. You can find it under "Setup > Permissions > Profiles" where you can edit the respective Non-Admin user profile and uncheck the "modify comments" permission.

Sincerely,
Lawrence | Zoho Support

  • 10 years ago

I commented on this fix/update earlier. This was a good idea.

After giving it some thought I often need to delete a previous reply that I have made. Ex. We were given the wrong email address. We no longer what it in the thread of comments but there is really no way to edit the previous reply to make note of it and/or delete it.

Will there being a fix/update for this any time soon?

  • 10 years ago

Thank you for your reply.


At this point of time, there is no actual plans to provide an option to edit or delete a  thread in a request. We will analyze the feasibility of this requirement.
 

Sincerely,
Lawrence | Zoho Support

"You cannot modify other permissions for this profile.." why this?

Mr. Rameesh T
Founder & Consultant, Redmain Network

  • 2 years ago

Is there any option where Project admin can edit all user's comments ?
It's still gonna be recorded under activities but I need the functionality to edit the comments made by other users (Their edit and delete functionality is restricted).

  • 2 years ago

Yes, Ashsih. It is indeed possible for the admins to edit and delete other agents' comments.


Regards,
Ash | Zoho Desk

  • 2 years ago

Where is the option to enable that ?
I'm getting delete option as of now not the edit one.

  • 2 years ago

You'd have to enable the permission under Setup > Users and Control > Permission > Profiles > Support Administrator > Administrative Permissions > Comment Permissions, Ashish. 




Regards,
Ash | Zoho Desk

  • 2 years ago

I Don't understand what are you referring to here. This is what I'mm getting after clicking on setup:



There is no option which says users and controls and then permissions and so on.  Please re check once.


FYI, it's projects not any other product (which maybe you're referring to).

  • 2 years ago

You might have to reach out to Zoho Projects Community, Ashish. 


Regards,
Ash | Zoho Desk

  • 8 months ago

 I want to allow the Agent profile (not admin) to edit and delete comments made by others, but it does not seem to work without setting them as a Support Administrator. Is this not possible or am I missing something? 


Hi

,

The current feasibility is limited by hierarchy validation, which unfortunately also impacts cloned profiles. To explore potential solutions, we suggest reaching out to our product team. Kindly send an email detailing your business requirements to support@zohodesk.com, and we’ll be happy to take this up as enhancement.

Regards,
Shivani | Zoho Desk

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