Adding comments to tickets

<p id="docs-hc-snippet" style="display: none;">
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.
</p>
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<div class="body">
<p class="p">
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.
</p>
<p class="p">This article includes the following sections:</p>
<div class="p">
<ul class="ul" id="topic_vnp_3ql_zt__ul_rb4_1bd_bv">
<li class="li">
<a class="xref" href="#topic_bpn_sbd_bv">Commenting
basics</a>
</li>
<li class="li">
<a class="xref" href="#topic_w1f_kjt_y2b">Adding a public or private comment to a ticket</a>
</li>
<li class="li">
<a class="xref" href="#topic_djd_2jx_4y">Adding formatting
and inline images to comments</a>
</li>
</ul>
</div>
<p class="p">Related articles:</p>
<div class="p">
<ul class="ul" id="topic_vnp_3ql_zt__ul_hpf_21g_sz">
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408835822618" target="_blank">Adding attachments to
ticket comments</a>
</li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408835109018" target="_blank">Changing a ticket
comment from public to private</a>
</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_bpn_sbd_bv">
<h2 class="title topictitle2" id="ariaid-title2">Commenting basics</h2>
<div class="body">
<div class="p">
There are two types of comment:
<ul class="ul" id="topic_bpn_sbd_bv__ul_krc_b3t_y2b">
<li class="li">
<p class="p">
<strong class="ph b">Public comments</strong> 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.
</p>
</li>
<li class="li">
<p class="p">
<strong class="ph b">Private comments</strong>, 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
<em class="ph i">private
ticket</em>.
Public comments can be made
internal-only, if needed (see
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408835109018" target="_blank">Changing a ticket
comment from public to private</a>).
Private
comments have a yellow background.
</p>
</li>
</ul>
</div>
<div class="p">
You cannot remove a comment from a ticket.
<div class="note">
<span class="notetitle">Note:</span> If you need to
permanently remove sensitive data from tickets, including
text in comments or ticket attachments, ask your
administrator to
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846470170" target="_blank">redact ticket content</a>,
such
as comments and attachments or use the
<a class="xref" href="https://github.com/zendesklabs/ticket_redaction_app" target="_blank">Redaction app on Zendesk
Labs</a>.
</div>
</div>
<p class="p">
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
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821259930" target="_blank">Zendesk Agent
Workspace</a>
which doesn't support blue (temporary)
colors for comments.
</p>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested2" id="topic_jzn_ytt_rcc">
<h3 class="title topictitle3" id="ariaid-title3">Ticket comment limits</h3>
<div class="body">
<div class="p">
Ticket comments have the following
limits:
<ul class="ul" id="topic_jzn_ytt_rcc__ul_ln5_b5t_rcc">
<li class="li">
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.
</li>
<li class="li">
Each individual ticket comment has a maximum
limit of 65,535 characters. This character limit
includes all HTML tags and characters.
</li>
</ul>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_w1f_kjt_y2b">
<h2 class="title topictitle2" id="ariaid-title4">Adding a public or private comment to a ticket</h2>
<div class="body">
<p class="p">
You can add public or private (internal) comment to a ticket.
</p>
<p class="p">
<strong class="ph b">To add a comment to a ticket</strong>
</p>
<div class="p">
<ol class="ol" id="topic_w1f_kjt_y2b__ol_ocl_jql_zt">
<li class="li">Select a ticket. </li>
<li class="li">
To enter a public comment, select
<strong class="ph b">Public reply</strong>,
or to enter a private comment, select
<strong class="ph b">Internal
note</strong>.
<p class="p">
<img class="image img-screenshot" id="topic_w1f_kjt_y2b__image_pcl_jql_zt" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/comment_public_aw.png" width="450">
</p>
<p class="p">
If you
choose <strong class="ph b">Internal note</strong>, see
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408835822618#topic_vlb_bd4_rpb" target="_blank">About adding
attachments to private comments</a>
for
information about how the attachment will be
handled in the subsequent email notification.
</p>
</li>
<li class="li">
Enter your comment.
<p class="p">
<img class="image img-screenshot" id="topic_w1f_kjt_y2b__image_qcl_jql_zt" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/comment_private_aw.png" width="450">
</p>
</li>
<li class="li">
Click <strong class="ph b">Submit</strong> to update the
ticket.
<p class="p">
You cannot
delete a comment after it is added to the
ticket.
</p>
</li>
</ol>
</div>
<p class="p">
It's also possible to add a note to more than one ticket at a time
by
bulk updating tickets. See
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886890906-Managing-tickets-in-bulk" target="_blank">Managing tickets in bulk</a>.
</p>
<p class="p">
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
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408887656602-Using-macros-to-update-tickets-and-chat-sessions" target="_blank">Using macros to update tickets</a>
for
more information.
</p>
<div class="note tip" id="topic_w1f_kjt_y2b__note_tn5_s3z_2kc">
<span class="tiptitle">Tip:</span> You can create URLs to
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/11113594252698" target="_blank">link directly</a>
to
specific comments within a ticket and share it with others.
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_djd_2jx_4y">
<h2 class="title topictitle2" id="ariaid-title5">Adding formatting and images to comments</h2>
<div class="body">
<p class="p">
You can add links, inline images, and formatting such as italics,
bolding, or bulleted lists to your ticket comments.
</p>
<p class="p">
Rich text formatting options are available at the bottom of the comment
field.
</p>
<p class="p">
<img class="image img-screenshot" id="topic_djd_2jx_4y__image_o2x_2jx_4y" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wysiwyg_options2.png" width="450">
</p>
<div class="p">
This section includes these topics:
<ul class="ul" id="topic_djd_2jx_4y__ul_bfv_pkt_y2b">
<li class="li">
<a class="xref" href="#topic_djd_2jx_4y">Adding formatting and images to comments</a>
</li>
<li class="li">
<a class="xref" href="#topic_sdg_skt_y2b">Adding inline images to a ticket comments</a>
</li>
<li class="li">
<a class="xref" href="#topic_vms_5kt_y2b">Adding tables to ticket comments</a>
</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested2" id="topic_dsk_qkt_y2b">
<h3 class="title topictitle3" id="ariaid-title6">Adding formatting to ticket comments</h3>
<div class="body">
<p class="p">
You can use the rich text formatting toolbar to apply standard
formatting to a ticket comment.
</p>
<p class="p">
<strong class="ph b">To add formatting to your comment</strong>
</p>
<div class="p">
<ol class="ol" id="topic_dsk_qkt_y2b__ol_kd1_xkt_y2b">
<li class="li">
Click the <strong class="ph b">T</strong> at the bottom
of the comment
field to open the formatting toolbar.
<p class="p">
<img class="image img-screenshot" id="topic_dsk_qkt_y2b__image_ld1_xkt_y2b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wysiwyg_open.png">
</p>
</li>
<li class="li">
Select the formatting you want to apply to the
text.
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_dsk_qkt_y2b__table_v3b_xjx_4y" rules="all" summary="" style="margin-left: 0px; margin-right: auto;">
<colgroup>
<col style="width: 13.089005235602095%;">
<col style="width: 53.79581151832461%;">
<col style="width: 33.11518324607329%;">
</colgroup>
<thead class="thead" style="text-align: left;">
<tr class="row">
<th class="entry cellrowborder" id="d90e312" style="text-align: center; vertical-align: top;">Toolbar button</th>
<th class="entry cellrowborder" id="d90e315" style="vertical-align: top;">Formatting</th>
<th class="entry cellrowborder" id="d90e318" style="vertical-align: top;">Keyboard shortcuts</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" headers="d90e312" style="text-align: center; vertical-align: top;">
<img class="image" id="topic_dsk_qkt_y2b__image_psw_vrx_4y" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wysiwyg_H.png">
</td>
<td class="entry cellrowborder" headers="d90e315" style="vertical-align: top;">Increase/decrease heading style</td>
<td class="entry cellrowborder" headers="d90e318" style="vertical-align: top;">
<p class="p">
Increase: <strong class="ph b">Ctrl</strong>
+ <strong class="ph b">+</strong>
</p>
<strong class="ph b">⌘</strong>
+ <strong class="ph b">+</strong>
(Mac)
<p class="p">
Decrease: <strong class="ph b">Ctrl</strong>
+ <strong class="ph b">-</strong>
</p>
<p class="p">
<strong class="ph b">⌘</strong>
+
<strong class="ph b">-</strong>
(Mac)
</p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d90e312" style="text-align: center; vertical-align: top;">
<img class="image" id="topic_dsk_qkt_y2b__image_cmr_bsx_4y" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wysiwyg_B.png">
</td>
<td class="entry cellrowborder" headers="d90e315" style="vertical-align: top;">Bold</td>
<td class="entry cellrowborder" headers="d90e318" style="vertical-align: top;">
<p class="p">
<strong class="ph b">Ctrl</strong>
+ <strong class="ph b">B</strong>
</p>
<strong class="ph b">⌘</strong>
+ <strong class="ph b">B</strong>
(Mac)
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d90e312" style="text-align: center; vertical-align: top;">
<img class="image" id="topic_dsk_qkt_y2b__image_er3_csx_4y" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wysiwyg_I.png">
</td>
<td class="entry cellrowborder" headers="d90e315" style="vertical-align: top;">Italicize</td>
<td class="entry cellrowborder" headers="d90e318" style="vertical-align: top;">
<p class="p">
<strong class="ph b">Ctrl</strong>
+ <strong class="ph b">I</strong>
</p>
<strong class="ph b">⌘</strong>
+ <strong class="ph b">I</strong>
(Mac)
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d90e312" style="text-align: center; vertical-align: top;">
<img class="image" id="topic_dsk_qkt_y2b__image_unm_gcg_1qb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/uc_color_icon.png">
</td>
<td class="entry cellrowborder" headers="d90e315" style="vertical-align: top;">Change the text color.</td>
<td class="entry cellrowborder" headers="d90e318" style="vertical-align: top;">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821259930" target="_blank">Agent Workspace</a>
only.
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d90e312" style="text-align: center; vertical-align: top;">
<img class="image" id="topic_dsk_qkt_y2b__image_sc1_gsx_4y" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wysiwyg_bulleted.png">
</td>
<td class="entry cellrowborder" headers="d90e315" style="vertical-align: top;">Bulleted list</td>
<td class="entry cellrowborder" headers="d90e318" style="vertical-align: top;">
<p class="p">
<strong class="ph b">Ctrl</strong><strong class="ph b">Shift</strong>
+ <strong class="ph b">8</strong>
</p>
<strong class="ph b">⌘</strong>
+ <strong class="ph b">Shift</strong>
+
<strong class="ph b">8</strong>(Mac)
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d90e312" style="text-align: center; vertical-align: top;">
<img class="image" id="topic_dsk_qkt_y2b__image_wv3_hsx_4y" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wysiwyg_numbered.png">
</td>
<td class="entry cellrowborder" headers="d90e315" style="vertical-align: top;">Numbered list</td>
<td class="entry cellrowborder" headers="d90e318" style="vertical-align: top;">
<p class="p">
<strong class="ph b">Ctrl</strong>
+ <strong class="ph b">Shift</strong>
+ <strong class="ph b">7</strong>
</p>
<strong class="ph b">⌘</strong>
+
<strong class="ph b">Shift</strong>
+ <strong class="ph b">7</strong>
(Mac)
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d90e312" style="text-align: center; vertical-align: top;">
<img class="image" id="topic_dsk_qkt_y2b__image_v42_jsx_4y" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wysiwyg_decrease_indent.png">
</td>
<td class="entry cellrowborder" headers="d90e315" style="vertical-align: top;">Decrease paragraph indentation</td>
<td class="entry cellrowborder" headers="d90e318" style="vertical-align: top;">
<p class="p">
<strong class="ph b">Ctrl</strong>
+ <strong class="ph b">[</strong>
</p>
<strong class="ph b">⌘</strong>
+ <strong class="ph b">[</strong>
(Mac)
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d90e312" style="text-align: center; vertical-align: top;">
<img class="image" id="topic_dsk_qkt_y2b__image_l4b_ksx_4y" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wysiwyg_increase_indent.png">
</td>
<td class="entry cellrowborder" headers="d90e315" style="vertical-align: top;">Increase paragraph indentation</td>
<td class="entry cellrowborder" headers="d90e318" style="vertical-align: top;">
<p class="p">
<strong class="ph b">Ctrl</strong>
+ <strong class="ph b">]</strong>
</p>
<strong class="ph b">⌘</strong>
+ <strong class="ph b">]</strong>
(Mac)
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d90e312" style="text-align: center; vertical-align: top;">
<img class="image" id="topic_dsk_qkt_y2b__image_gwp_ksx_4y" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wysiwyg_quote.png">
</td>
<td class="entry cellrowborder" headers="d90e315" style="vertical-align: top;">Block quote</td>
<td class="entry cellrowborder" headers="d90e318" style="vertical-align: top;">
<p class="p">
<strong class="ph b">Ctrl</strong>
+ <strong class="ph b">Shift</strong>
+ <strong class="ph b">9</strong>
</p>
<strong class="ph b">⌘</strong>
+
<strong class="ph b">Shift</strong>
+ <strong class="ph b">9</strong>
(Mac)
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d90e312" style="text-align: center; vertical-align: top;">
<img class="image" id="topic_dsk_qkt_y2b__image_h52_lsx_4y" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wysiwyg_code_span.png">
</td>
<td class="entry cellrowborder" headers="d90e315" style="vertical-align: top;">Code block</td>
<td class="entry cellrowborder" headers="d90e318" style="vertical-align: top;">
<p class="p">
<strong class="ph b">Ctrl</strong>
+ <strong class="ph b">Shift</strong>
+ <strong class="ph b">6</strong>
</p>
<strong class="ph b">⌘</strong>
+
<strong class="ph b">Shift</strong>
+ <strong class="ph b">6</strong>
(Mac)
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d90e312" style="text-align: center; vertical-align: top;">
<img class="image" id="topic_dsk_qkt_y2b__image_wyt_lsx_4y" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wysiwyg_code_block.png">
</td>
<td class="entry cellrowborder" headers="d90e315" style="vertical-align: top;">Code span</td>
<td class="entry cellrowborder" headers="d90e318" style="vertical-align: top;">
<p class="p">
<strong class="ph b">Ctrl</strong>
+ <strong class="ph b">Shift</strong>
+ <strong class="ph b">5</strong>
</p>
<strong class="ph b">⌘</strong>
+
<strong class="ph b">Shift</strong>
+ <strong class="ph b">5</strong>
(Mac)
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d90e312" style="text-align: center; vertical-align: top;">
<img class="image" id="topic_dsk_qkt_y2b__image_qx4_msx_4y" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wysiwyg_link.png">
</td>
<td class="entry cellrowborder" headers="d90e315" style="vertical-align: top;">Hyperlink</td>
<td class="entry cellrowborder" headers="d90e318" style="vertical-align: top;">
<p class="p">
<strong class="ph b">Ctrl</strong>
+ <strong class="ph b">K</strong>
</p>
<strong class="ph b">⌘</strong>
+ <strong class="ph b">K</strong>
(Mac)
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d90e312" style="text-align: center; vertical-align: top;">
<img class="image" id="topic_dsk_qkt_y2b__image_rw3_lmw_vy" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wysiwyg_horiz.png">
</td>
<td class="entry cellrowborder" headers="d90e315" style="vertical-align: top;">Horizontal line</td>
<td class="entry cellrowborder" headers="d90e318" style="vertical-align: top;">
<p class="p">
<strong class="ph b">Ctrl</strong>
+ <strong class="ph b">Shift</strong>
+ <strong class="ph b">L</strong>
</p>
<strong class="ph b">⌘</strong>
+
<strong class="ph b">Shift</strong>
+ <strong class="ph b">L</strong>
(Mac)
</td>
</tr>
</tbody>
</table>
</div>
</div>
</li>
</ol>
</div>
<div class="note">
<span class="notetitle">Note:</span> In addition to rich text
formatting, you can also use markdown
commands to format your comments. See
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846544922" target="_blank">Formatting text with
Markdown</a>.
</div>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested2" id="topic_sdg_skt_y2b">
<h3 class="title topictitle3" id="ariaid-title7">Adding inline images to a ticket comments</h3>
<div class="body">
<p class="p">You can add inline images to a ticket comment. </p>
<p class="p">
<strong class="ph b">To add inline images</strong>
</p>
<div class="p">
<ul class="ul" id="topic_sdg_skt_y2b__ul_bdn_zkt_y2b">
<li class="li">
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
<strong class="ph b">Paste</strong> or by pressing
<strong class="ph b">Ctrl</strong> or
<strong class="ph b">⌘ +
V</strong>.
</li>
</ul>
</div>
<p class="p">
This option does not work if you have private attachments enabled
(See
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408832757146-Working-with-attachments-in-tickets" target="_blank">Enabling attachments in
tickets</a>).
Instead, you need to add images to
tickets as attachments (see
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408835822618" target="_blank">Adding attachments to
ticket comments</a>).
</p>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested2" id="topic_vms_5kt_y2b">
<h3 class="title topictitle3" id="ariaid-title8">Adding tables to ticket comments</h3>
<div class="body">
<p class="p">
Although you cannot add tables to your comments using the rich
text editor options, you can incorporate tables in two
ways:
</p>
<div class="p">
<ul class="ul" id="topic_vms_5kt_y2b__ul_jbs_ksp_4z">
<li class="li">
Installing and using the
<a class="xref" href="https://www.zendesk.com/apps/tables/" target="_blank">Tables
app</a>.
</li>
<li class="li">
Copying and pasting a table from another editor,
such as Excel or Google Sheets.
<p class="p">
Pasting tables
offers limited functionality. Agents cannot add
more columns or rows and they cannot start a table
from scratch.
</p>
</li>
</ul>
</div>
</div>
</div>
</div>
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