Adding comments to tickets




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Once a ticket has been created and is assigned to an agent, it's the agent's job
to resolve the support request. To do that, you may need to gather more
information from the requester. To communicate with the requester, you add
public comments to the ticket. Public comments can be read by anyone who has
access to the ticket.
This article includes the following sections:


Commenting
basics
Adding a public or private comment to a ticket
Adding formatting
and inline images to comments


Related articles:


Adding attachments to
ticket comments
Changing a ticket
comment from public to private




Commenting basics

There are two types of comment:

Public comments can be read by anyone who
has access to the ticket, including anyone copied
on the ticket. When you add a public comment, the
requester is notified via an email message (unless
the notification trigger is disabled). If the
requester responds back to the email notification
or comments in the ticket, their response is added
as a public comment to the ticket. All of your
communication is captured in the ticket.


Private comments, also known as internal
notes, are only visible to agents, not to the
ticket requester or any other end-users who might
be copied on the ticket. A ticket with only
private comments is considered a private
ticket. Public comments can be made
internal-only, if needed (see Changing a ticket
comment from public to private). Private
comments have a yellow background.



You cannot remove a comment from a ticket.
Note: If you need to
permanently remove sensitive data from tickets, including
text in comments or ticket attachments, ask your
administrator to redact ticket content, such
as comments and attachments or use the Redaction app on Zendesk
Labs.

If a comment is added to a ticket while you are viewing it, the comment
is temporarily given a blue background to help you notice it. Other
ticket updates, such as changes to Followers, are also shown
temporarily in blue. The exception is the Zendesk Agent
Workspace which doesn't support blue (temporary)
colors for comments.


Ticket comment limits

Ticket comments have the following
limits:
Each ticket has a maximum limit of 5,000
comments. When this limit is reached, you'll get
an error if you try to add any more comments. The
ticket can still be updated in other ways, as long
as the updates don't include additional
comments.
Each individual ticket comment has a maximum
limit of 65,535 characters. This character limit
includes all HTML tags and characters.






Adding a public or private comment to a ticket

You can add public or private (internal) comment to a ticket.
To add a comment to a ticket


Select a ticket.
To enter a public comment, select Public reply,
or to enter a private comment, select Internal
note.
If you
choose Internal note, see About adding
attachments to private comments for
information about how the attachment will be
handled in the subsequent email notification.


Enter your comment.

Click Submit to update the ticket. You cannot
delete a comment after it is added to the
ticket.



It's also possible to add a note to more than one ticket at a time by
bulk updating tickets. See Managing tickets in bulk.
An additional way to manage ticket responses is through the use of
macros. With macros, you can streamline your workflow by applying
simple, standard responses to requests. Macros can be created from
scratch, or they can be based on existing ticket properties. See
Using macros to update tickets for
more information.



Adding formatting and images to comments

You can add links, inline images, and formatting such as italics,
bolding, or bulleted lists to your ticket comments.
Rich text formatting options are available at the bottom of the comment
field.

This section includes these topics:
Adding formatting and images to comments
Adding inline images to a ticket comments
Adding tables to ticket comments




Adding formatting to ticket comments

You can use the rich text formatting toolbar to apply standard
formatting to a ticket comment.
To add formatting to your comment


Click the T at the bottom of the comment
field to open the formatting toolbar.

Select the formatting you want to apply to the
text.









Toolbar button
Formatting
Keyboard shortcuts





Increase/decrease heading style

Increase: Ctrl + +
⌘ + +
(Mac) Decrease: Ctrl + -
⌘ +
- (Mac)




Bold

Ctrl + B
⌘ + B (Mac)



Italicize

Ctrl + I
⌘ + I (Mac)



Change the text color.

Agent Workspace only.




Bulleted list

Ctrl
Shift + 8
⌘ + Shift +
8(Mac)



Numbered list

Ctrl + Shift + 7
⌘ +
Shift + 7 (Mac)



Decrease paragraph indentation

Ctrl + [
⌘ + [ (Mac)



Increase paragraph indentation

Ctrl + ]
⌘ + ] (Mac)



Block quote

Ctrl + Shift + 9
⌘ +
Shift + 9 (Mac)



Code block

Ctrl + Shift + 6
⌘ +
Shift + 6 (Mac)



Code span

Ctrl + Shift + 5
⌘ +
Shift + 5 (Mac)



Hyperlink

Ctrl + K
⌘ + K (Mac)



Horizontal line

Ctrl + Shift + L
⌘ +
Shift + L (Mac)









Note: In addition to rich text formatting, you can also use markdown
commands to format your comments. See Formatting text with
Markdown.



Adding inline images to a ticket comments

You can add inline images to a ticket comment.
To add inline images


Drag and drop an image from your computer into
the comment window, or paste a copied image into
the window by right-clicking and selecting
Paste or by pressing Ctrl or ⌘ +
V.




Note: This option does not work if you have private
attachments enabled (See Enabling attachments in
tickets). Instead, you need to add images
to tickets as attachments (see Adding attachments
to ticket comments).




Adding tables to ticket comments

Although you cannot add tables to your comments using the rich
text editor options, you can incorporate tables in two
ways:


Installing and using the Tables
app.
Copying and pasting a table from another editor,
such as Excel or Google Sheets.
Note: Pasting
tables offers limited functionality. Agents cannot
add more columns or rows and they cannot start a
table from scratch. These features may be
considered for the future.






