Collaboration Over Comments - Zoho Desk Knowledgebase

Collaboration Over Comments

Comments in Zoho Desk are designed keeping in mind the convenience and quality of customer support. It is a platform for agents to discuss solutions, seek peer support and offer advice right within your help desk. You can simply tag your colleagues in comments and ask for their opinions. They’ll get notified immediately via the Notification Center. Agents can collaborate over comments in the following modules:
  • Tickets
  • Customers 
  • Activities and 
  • Articles

Comments in Tickets

Comments in tickets can be either public or private. When you need more information from a customer, you can add a public comment to the ticket. The customer will receive an email alert about the comment. You can also leave private comments that are visible only to the other agents and not the customers. 
To add a comment:
  1. Open a ticket to view its details.
  2. Click the Comment tab from the top pane.
    (Click the Comment icon (  ) in the Conversation view.) 
  3. Enter your comment. 
  4. Click Comment to update the ticket. 


You must select the Public option to make a comment visible to your customers in the Help Center.

To edit a comment:
  1. Open a ticket to view its detail.
  2. Hover your mouse pointer over a comment and click More Actions icon ).
  3. Click Edit from the menu. 
  4. Perform the edits and click Save
To delete a comment: 
  1. Open a ticket to view its details.
  2. Hover your mouse pointer over a comment and click More Actions icon ).
  3. Click Delete from the menu.
  4. Click Delete again, to confirm.

Note:
  • Only users with Administrator profile can edit and delete the comments left by other agents.

View Comment History
You can view the history of changes that were made to a comment by the other agents. While it may not exactly work like a version control tool, it lets you view the edits in a comment, besides displaying the collaborator info and the edited time. 
To view revision history of a comment:
  1. Open a ticket to view its details. 
  2. Click the Edited link displayed on a previously edited comment. 
  3. You can view the edits performed, on the Comment History window. 
The 'Edited' link is displayed only when a comment has undergone an edit. 

Comments in Customers 

You can add comments to your customer accounts and contacts to provide information if any, to your fellow agents. Comments under the Customers module are for internal purposes and it will not be visible to your end-users. You can also mention other users while you post a comment.
To leave a comment in a contact or an account:
  1. Open a contact or an account to view its details. 
  2. Click the Comments tab from the top pane. 
  3. Type your comment in the Comment Box.
  4. Click Comment
To edit a comment in a contact or an account:
  1. Open a contact or an account to view its details. 
  2. Click the Comments tab from the top pane.
  3. Hover your mouse pointer over a comment and click More Actions icon ).
  4. Click Edit from the menu. 
  5. Perform the edits and click Save
To delete a comment from a contact or an account:  
  1. Open a contact or an account to view its details. 
  2. Click the Comments tab from the top pane.
  3. Hover your mouse pointer over a comment and click More Actions icon ).
  4. Click Delete from the menu. 
  5. Click Delete again, to confirm.

Comments in Activities

Activities can be either time bound calendar events or status bound tasks or an outbound customer call.  While you work on an activity, your colleagues can collaborate over comments to achieve larger goals.
To leave a comment in an activity:
  1. Open a task/event/call to view its details. 
  2. Type your comment in the Comment Box.
  3. Click Comment.
To edit a comment in an activity:
  1. Open a task/event/call to view its details. 
  2. Hover your mouse pointer over a comment and click More Actions icon ).
  3. Click Edit from the menu. 
  4. Perform the edits and click Save.



To delete a comment from an activity: 
  1. Open a task/event/call to view its details. 
  2. Hover your mouse pointer over a comment and click More Actions icon ).
  3. Click Delete from the menu. 
  4. Click Delete again, to confirm.

Comments in Articles

Comments are useful if there are any corrections or requests for clarification in an article.
To leave a comment in an article:
  1. Open an article to view its details.
  2. Select the Comments tab at the top of the page.
  3. Type your comment in the Comment Box.
  4. Click Post.
You may check the Private comment option to make a comment visible only to your agents.
 
To edit a comment in an article:
  1. Open an article to view its details.
  2. Select the Comments tab at the top of the page.
  3. Hover your mouse pointer over a comment and click More Actions icon  ).
  4. Click Edit from the menu.
  5. Perform the edits and click Post.

To delete a comment from an article:
  1. Open an article to view its details.
  2. Select the Comments tab at the top of the page.
  3. Hover your mouse pointer over a comment and click More Actions icon  ).
  4. Click Delete from the menu.
  5. Click Delete again, to confirm.

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