Plan requirement
| Subscription | Any plan |
| Access | Agent |
Comments cannot be edited or deleted at all. What you can do is redact: the content goes and the record stays. A ticket is a record of a conversation, and a conversation you can rewrite afterwards is not a record.
How do I remove something an agent should not have written?
Redacting removes content from a comment. The comment stays, showing that something was removed, and the text is gone. It is the intended answer for a password, a card number or personal data sitting in a ticket.
It is not open to everyone: admins can redact, as can agents in a custom role that allows it, and a chat or messaging conversation needs a chat role on top. And some things cannot be redacted at all, SMS comments among them, which catches people because an SMS looks like any other message in the ticket.
On a closed ticket it depends on the channel. Email, API, web form and messaging can still be redacted; live chat cannot.
The reply already left
The part people forget in the first ten seconds. A public reply was emailed the moment it was submitted, and an email cannot be recalled. Marking that comment as internal afterwards is possible and worth doing, because it stops the next reader of the ticket seeing it, but it does not reach into anyone's inbox. Redacting works the same way: it changes the ticket, not the copy that already left.
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.
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