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Restrict Comment Editing for shared comments

Hi all,

We're looking for a way to stop our agents from editing comments made and shared to the customer, since we would rather they make an amended comment instead. 

I know you can do this for all comments through the the edit comments permission, but we would like to still be able to edit internal comments.

Any ideas?



1 answer

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Answer accepted
Ismael Jimoh Community Leader Jul 01, 2019

Hi @Jumail Mundekkat 

Editing comments is tired to the project permission scheme and this doesn’t differentiate between internal and external comments.

Hence, if you would like to prevent editing comments you would need to revoke this permission for all agents or ask agents to not edit comments already shared with customers.

In the time being, you can raise a feature request for this functionality if one does not exist at

I was afraid that would be the case, thanks for the insight.

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