Currently comments on messages in the slack triage channels are external by default. This is dangerous for the support process if someone jumps in without knowing that and it seems backwards.Is it possible to make messages internal by default and send them with an maybe a paper airplane or arrow icon? :arrow_right:
Yes, if you start your comment with the :padlock: the comment will be added as an internal note and only visible to agents.
Here is the documentation for it, https://plz.halp.com/article/lva4e36oi5-how-to-create-a-ticket-with-an-emoji-reaction-in-slack#private_notes
Hi Mikael, the point of the request is that you should change (or make it configurable) for the default to be internal messages and make external messages to be the opt-in.
You could always make that suggestion, but I am pretty sure that that it will not happen since Halp as we know it is going away next year and be part of JSM and the new virtual agent. You can read the announcement here.
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