Zendesk 'Public by Default' Ticket Setting Update
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 means that agents will need to manually switch to a public reply if needed, and they will receive a warning message to confirm their action. This update aims to prevent accidental public comments on tickets meant to be internal.
For tickets with a mix of internal notes and public replies, the setting will continue to function as before, defaulting to a public channel when enabled. This change aligns with the legacy behavior in the standard agent interface and will be automatically rolled out to all accounts with the Agent Workspace. For more details, you can visit theoriginal announcement.
More related questions
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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