Plan requirement
| Subscription | Any plan |
| Access | Agent |
Comments cannot be edited, and deleting one is restricted. What you can do is redact, which removes the content but leaves the record.
Editing
Not possible. A ticket is a record of a conversation, and a conversation you can rewrite afterwards is not a record.
Redacting
You can remove content from a comment. The comment stays, showing that something was removed, and the text is gone. That is the intended route for a password, a card number or personal data that should not be sitting in a ticket.
The reply already left
The part people forget in the first ten seconds. A public reply was emailed the moment it was submitted. Redacting changes the ticket; it does not reach into anyone's inbox.
If something went out that should not have, the useful response is a follow-up message saying so plainly. Customers are considerably more forgiving of a correction than of discovering the mistake themselves.
Comments
0 comments
Article is closed for comments.