Zoho public comments are confusing and unnecessary
Hi, we use zoho desk and have issues with public comments. We started using them because the "Reply" option just seemed very clumsy because of the following reasons:
- the top "Reply" button starts what seems to be a regular email, showing the entire email thread underneath, which we think is confusing and wasting bandwidth.
- the top "Reply" button defaults to "Reply All". We just want to reply to the customer's message as they intended for us to reply (so if they email with cc then it should cc them back by default, with the option to override in the message).
So we just thought the chat icon (which is the comment button) would lead to an easy way to talk to the customer. Unfortunately not, since we now have 2 ways to reply and it's confusing and cumbersome, for the following reasons:
- we have to constantly click "make public comment" otherwise the customer doesn't see it (VERY unconvenient)
- when a customer sends a public comment we sometimes tend to use the reply button, which is NOT returning the message in the style the customer started, which we think is disrespectful.
All in all I would REALLY like to disable public comments, and ONLY have comments for private use.
And could you also please stop copy/pasting the whole email thread underneath and just match on date and subject? It feels so stone-agey...
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Ash | Zoho Desk
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