Is it possible to remove the comment internally option?

Question

This came up as part of a project scope meeting with the key stakeholders. Obviously, the simple thing to do is to initiate a culture change that the agents don't write anything they wouldn't want everyone to see, but they are asking if it is possible to remove the comment internally option. I can see an addon on server, but is this at all possible on cloud?

Dave Mathijs · Answer

To my knowledge, it isn't possible in Cloud.

Mark Edgar-Brown · Answer

Hi @Dave Mathijs I agree with you 100% but it was something that has been requested as part of our scope, so just wanted confirmation that it was possible or not

The concern was is that someone could "accidentally" place a internal message to customer of visa versa, so just wanted the one option and that all updates would be visible to customer.

Dave Mathijs · Answer

Hi @Mark Edgar-Brown , why would you not allow agents to make internal comments? Internal discussions, mentions, questions, etc. between support teams should not be visible to customers.