Hello all, 

 

Greetings!

We are pleased to announce that Desk's user preferences now brings an option to set a comment type as Public or Private by default. In addition to setting reply buttons as defaults, Agents or Admins can now choose to make their ticket comments private or public by default. 

 

Note: By default, all comments are marked as Private. 

 

 

Consider an online retail organization that provides customer support through email and web forms. When a support agent receives a request, they create a ticket in Desk to track the issue and provide a response. Sometimes, the agent might need to ask the customer for more information about the issue or provide an update on the resolution. In this case, the agent can add a comment to the ticket.

 

If the comment is set to Private by default, the agent will need to remember to change the comment type to Public every time. This can be a hassle and can lead to confusion and delays. But with our new enhancement, agents can configure the ticketing system to default to Public comments whenever they create a new comment. By setting the default comment type to Public, agents will no longer have to remember to switch the comment type for every interaction. This saves time and reduces the risk of mistakes, making the support process more efficient and effective.