Two Problems with the Description Field

Two Problems with the Description Field

Our ticket workflow is often like this. Client calls or emails (to a personal email address) reporting a problem. We create a ticket and enter a description. Problems:

1. By my way of thinking when we enter a description, that is an internal comment (unless we mark it public). Yet it seems there is no way to mark it internal, and Desk just starts inserting it into communications.

2. Additionally, in the conversation view it makes it appear it was emailed by the customer and inserts their name on the entry, even though it was entered by the agent.

Is there any way to stop this behavior?  The biggest issue is we want this field kept private. I would like to just remove the description field and create a custom one, but it's not possible to remove the default one. I realize we can also not use the description field and instead enter a private comment, but there is no way agents are going to remember to do that.

Thank You 


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