Allow us to change default communication in tickets
Can you allow us to change the default communication type in the beta? Right now it defaults to sending emails unless told otherwise, and always switches back after a non-email communication is added.
This is fairly annoying since we primarily use private or public notes so we don't show typo laden notes to our customers, and if we make a pub note, we can quickly delete it and replace if there is a typo, unlike any email.
Though I don't know what purpose it serves, I know that this change was put into the beta for a reason, so, in order not to offend anyone's preferences, do you think you could allow us to edit our default ticket communications? Either user or admin side, it would be a great help for me and my coworkers, that's for sure
Anonymous
shared this idea
The default behavior for Ticket Comments will be to email the customer if an email is present. There is an option called “Ticket Comments – default to Internal instead of External” in the Ticket Preferences section that will make the system post internal ticket comments instead of emailing the client if that’s what you are looking to do.
-
Wade
commented
Just found it. Under ticket settings. Untick "Ticket Comments - default to Internal instead of External"
-
Wade
commented
Highly agree, Can we please change the default to public?
-
Ashley
commented
Now that the beta has gone live this is more important than ever. Having to change the drop down on every ticket note is extremely annoying.
-
Teri Dinning
commented
This would be awesome to have as when creating a charge using the default "private" communication our invoices don't show the techs notes. It would save the tech guys an extra click.