Ticket Comment Document For Free

If the user who comments on the ticket is not the requester or a CCed user, it is expected behavior that their message becomes an internal note. Internal notes from your team are not visible to end users.

If the user who comments on the ticket is not the requester or a CCed user, it is expected behavior that their message becomes an internal note. Internal notes from your team are not visible to end users. For a complete breakdown, see our article on understanding when email replies become public or private comments.

A ticket comment is a comment made by a user related to a specific ticket.

Ticket comments represent the conversation between requesters, collaborators, and agents. Comments can be public or private. For information on comments in requests as opposed to tickets, see Request comments.

Inborn system rules are rules that you cannot change, modify, or override, which dictate the default behavior of Support. These rules may sometimes make it seem like placeholders in triggers failed to work, but this isn't a mistake.

The character limit on ticket comments using the standard agent interface is 65,535. For example, if you submit a plain text comment with 100,000 characters, it will always be truncated to the first 65,535. In accounts with Agent Workspace enabled, comments are saved in HTML format.

In the Zendesk Agent Workspace, you can use redaction to delete inline attachments. With the Ticket Redaction app, redaction can remove links in the ticket to inline attachments, but it doesn't delete the attachments themselves in the system. You must permanently delete a ticket to delete the attachments.