Collaboration Over Comments

Collaboration Over Comments

One of the key influencers of an agent’s response time is the delay in getting help at the right time. Comments in Zoho Desk are designed keeping in mind the convenience and quality of customer support. It is a platform for agents to discuss solutions, seek peer support, offer advice right within your help desk. You can simply tag your colleagues in comments and ask for their opinions. They’ll get notified immediately via the Notification Center. Agents can collaborate over comments in the following modules:
  • Tickets
  • Customers 
  • Tasks and 
  • Knowledge base Articles
Comments in Tickets
Comments in tickets can be either pubic or private. When you need more information from a customer, you can add a public comment to the ticket. The customer will receive an email alert about the comment. You can also leave private comments that are visible only to the other agents and not the customers. 

To add a comment:
  1. Open a ticket.
  2. Click the Comment link from subject header. 
  3. Enter your comment. 
  4. Click Comment to update the ticket. 
You must select the 'Display in Customer Portal' check-box while posting a comment to make it public and visible to your customers. 

To edit a comment:
  1. Open a ticket.
  2. Click the  icon over the comment you intend to edit. 
  3. Click Edit from the drop menu. 
  4. Perform the edits and click Save. 
To delete a comment: 
  1. Open a ticket.
  2. Click the  icon over the comment you intend to delete. 
  3. Click Delete from the drop menu. 
  4. Click Ok to delete the comment.
Note that only users with profile permission to 'Modify Comments' can edit and delete the comments left by other agents in Zoho Desk. 

View Comment History
You can view the history of changes that were made to a comment by the other agents. While it may not exactly work like a version control tool, it lets you view the edits in a comment, besides displaying the collaborator info and the edited time. 

To view revision history of comment:
  1. Open a ticket. 
  2. In the ticket's detail view, click Edited link displayed on a previously edited comment. 
  3. In the following Comment History page, you can view the changes that were performed. 
The Edited link alongside a comment will be displayed only when a comment has undergone an edit. 

Comments in Customers 
You can add comments to your customer accounts and contacts to provide information if any, to your fellow agents. Comments under the Customers module are for internal purposes and it will not visible for your end-users. You can also mention other users while you post a comment.

To leave a comment in a Contact or an Account:
  1. Open a Contact or an Account in its detail view. 
  2. In the Record Details page, click the Comments tab from the top. 
  3. Type your comment in the Comment Box and click Comment. 
To edit a comment in a Contact or an Account:
  1. Open a Contact or an Account in its detail view. 
  2. In the Record Details page, click the Comments tab from the top. 
  3. Click the  icon over the comment you intend to edit. 
  4. Click Edit from the drop menu. 
  5. Perform the edits and click Save. 
To delete a comment from a Contact or an Account: 
  1. Open a Contact or an Account in its detail view. 
  2. In the Record Details page, click the Comments tab from the top. 
  3. Click the  icon over the comment you intend to delete. 
  4. Click Delete from the drop menu. 
  5. Click Ok to delete the comment.
Comments in Tasks
A task is a specific piece of work required to be done within a given time frame. While you work on a task, your colleagues can collaborate over comments to achieve larger goals.

To leave a comment in a Task:
  1. Open a Task in its detail view. 
  2. In the Task Details page, type your comment in the Comment Box.
  3. Click Comment. 
To edit a comment in a Task:
  1. Open a Task in its detail view. 
  2. In the Task Details page, click the  icon over the comment you intend to edit.
  3. Click Edit from the drop menu. 
  4. Perform the edits and click Save. 
To delete a comment from a Task: 
  1. Open a Task in its detail view. 
  2. In the Task Details page, click the  icon over the comment you intend to delete.
  3. Click Delete from the drop menu. 
  4. Click Ok to delete the comment.
Comments in Knowledge base Articles
Comments in an article will come handy when you would like to suggest additional details to enhance the article content and make it more useful or if there are any corrections or requests for clarification in them.

To leave a comment in an Article:
  1. Open an Article in its detail view from the Help Center module.
  2. In the Article Details page, type your comment in the Comment Box.
  3. Click Comment.  
While you leave a comment you can click Display in Customer Portal check box to make it visible for your customers in the web portal.
 
To edit a comment in an Article:
  1. Open an Article in its detail view from the Help Center module.
  2. In the Article Details page, click the  icon over the comment you intend to edit.
  3. Click Edit from the drop menu. 
  4. Perform the edits and click Save. 
To delete a comment from an Article: 
  1. Open an Article in its detail view from the Help Center module.
  2. In the Article Details page, click the  icon over the comment you intend to delete.
  3. Click Delete from the drop menu. 
  4. Click Ok to delete the comment.
To make a pre-exiting comment visible in your web portal:
  1. Open an Article in its detail view from the Help Center module.
  2. In the Article Details page, click the  icon over the comment you intend to make public.
  3. Click Public from the drop menu. 
Similarly you can click Private from the drop menu to hide a public comment in your web portal.