In a triage channel in Slack, we want to set the default agent reply type to internal comments. We currently do this by using the padlock emoji before a message. This is sometimes overlooked and then the customer receives the intended internal comment too. Does anyone know how to update this setting in Atlassian Assist in JSM? I could only find documentation for Halp (the predecessor). Documentation links are below. Thank you!
The Halp documentation specified that you can have the default agent reply type set to Private and use the megaphone emoji when posting a public/ customer message.
https://plz.halp.com/article/lva4e36oi5-how-to-create-a-ticket-with-an-emoji-reaction-in-slack#private_notes
If your team works in a way that the majority of conversation on a ticket is internal, you can set it so agent replies are automatically private.
- When this is enabled, all messages will default to private. You can post a public message to the end-user by starting it with the megaphone emoji :mega: 📣
- When this is disabled, all messages will default to public. You can post a private message to fellow agents in the private Triage Channel by starting it with the lock emoji :lock: 🔒
https://plz.halp.com/article/csb9vwq65p-slack-global-admin-settings
