Improve Public by Default Ticket Setting - Frequently asked questions
Discover answers to common questions about the logic improvement for Zendesk's Public by Default ticket setting. Learn how this update impacts your workflow and more.
Frequently asked questions
What is the new logic improvement for the 'Public by default' ticket setting in Zendesk?
Zendesk is updating the 'Public by default' ticket setting to enhance ticket privacy. With this change, if a ticket contains only internal notes, the composer will default to internal notes, even if the 'Public by default' setting is enabled. This…
Why is Zendesk changing the 'Public by default' ticket setting?
Zendesk is making this change to improve ticket privacy and prevent accidental public comments. The update ensures that tickets with only internal notes default to internal notes, even if the 'Public by default' setting is on. This change aligns…
Do I need to take any action for the Zendesk 'Public by default' setting change?
No action is required on your part for the 'Public by default' setting change in Zendesk. This update will be automatically rolled out to all accounts with the Agent Workspace, ensuring a smooth transition without any manual intervention needed…
How will the 'Public by default' setting work for tickets with mixed notes in Zendesk?
For tickets that contain a mix of internal notes and public replies, the 'Public by default' setting will continue to function as it did before. When this setting is enabled, the ticket will open with the composer set to a public channel by…
What happens if an agent switches to a public reply on an internal notes-only ticket in Zendesk?
If an agent switches to a public reply on a ticket that currently has only internal notes, Zendesk will display a warning message. This message asks the agent to confirm their intention to make a public reply, helping to prevent accidental public…
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“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
“Our company is growing very rapidly, and we were receiving a lot of support requests. And our team was spending a huge amount of time on them. Now, our AI agent is resolving 84% of customer support conversations.”
Ella Roy Customer Success Manager
Zeffy
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
“Since implementing My AskAI, the AI agent has deflected at least 68% of all customer queries. This has allowed us to get our average human response time down to under 60 seconds. A goal we've had for the last 6 months and finally achieved now with My AskAI.”
Conrad Jones CX and Service Leader
Zinc
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“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
"My AskAI’s Zendesk integration is saving our support agents over 35 hours per week. A massive win for the team and mitigating hundreds of hours of combined waiting time for customers. We are very pleased with the results — which have allowed us to reinvest bandwidth into other strategic areas."
Natalie Onions VP of Customer Experience
Customer.io($50M+ ARR)
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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
"My AskAI's Intercom integration stood out not only because of its impressive answer accuracy but also because of how well it worked within our existing Intercom setup. The combination of precision and effortless setup made it invaluable."
Howard Blick Customer Service Team Lead
Freecash
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