Introducing an option to set comments to public by default

Introducing an option to set comments to public by default

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. 

Private and Public Comments 

  • Private comments are only visible inside the Desk portal, where they are mainly helpful for internal collaboration. These comments are not displayed to the customers. 

  • Public comments are visible to agents and other Zoho Desk users, as well as the customer, within the help center.
 
Note: By default, all comments are marked as Private. 
 
To understand the full potential of this enhancement, let's consider a sample use case:
 
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.



You can find this option under User Preferences in your Desk portal.



We believe this enhancement will provide you with greater control over your ticket comments, and enable you to communicate more effectively with your team members and customers. 
 
The option to make comments Public by default is officially available to all users! Give it a try and share your feedback or questions in the comments.

Refer to our help doc for more details, Setting Up Ticket Default Preferences.
 
Thanks for using Zoho Desk.
 
Have a great day!
Regards,
Varsha P | Zoho Desk



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