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We are having some issues where the agents managing the tickets are accidentally writing public comments (Reply to costumer) instead of internal notes.
Is there a way to add a intermediate step before sending the comment? Something like "are you sure?" or a password or something?
No there is not.
But I think its also something that will always happen.
I get these questions on multiple topics a lot. I always respond by that an application is not responsible for this but the person between the keyboard and chair.
If we could always eliminate this we wouldn't need people.
Even if we could set an intermediate step, there will be errors on this step also, should we then add a step to mitigate the previous intermediate step, this will just add another and another and takes time.
Where people are involved, mistakes will be made.
In many other tools there's a 5 or 10 seconds gap while you can undo/unsend/cancel the action of sending a reply to the requester.
I think it's a great way to limit human error.
I think saying that there will always be human errors is not a reason to try to improve softwares and tools.