Improve Collaboration and Communication with Mass Comments

Hello everyone,

Customer service is a dynamic space where agents are often required to collaborate with other teams to resolve customer issues with quick and accurate solutions.

For example, imagine multiple customers raise tickets stating that they are being incorrectly billed for their streaming subscriptions. The support agent can review the tickets and add a private comment requesting that the billing department investigate the issue and provide details about the solution.

After investigating the issue, the billing team can provide clarity by adding a private comment for the agent. Then, the agent can add a public comment to the relevant tickets to inform the affected customers that the incorrect billing will be rectified in the next cycle of billing.

In a case like this, comments on tickets are a critical tool for supporting effective collaboration and communication between internal teams and customers.

To facilitate this process, we are introducing the ability to add mass comments, which allows:

Consistent communication across all relevant tickets
Less repetitive messaging
Quick actions that save time

Agents can select up to 50 tickets at a time and add a private or public comment.

Important points to note:

Users with the permission to send mass comments can perform this action.
Mass comments cannot be added to tickets that are under blueprint-only mode to prevent modifications to a ticket while the blueprint is running.
Comments will be queued and added to tickets in sequence.
A maximum of 10 attachments can be added in a mass comment.

What next?

The mass comment history can be viewed under the mass action log, which is currently in progress. Watch this space for updates.

This enhancement is now live and available for all users across data centers. Kindly refer to the help doc on mass comments for more details.

Feel free to comment below or reach out to our support team with any questions or feedback.

PM: @Sumaya Howth

Regards,

Raveena

Zoho Desk | User Education

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