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.
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.
https://plz.halp.com/article/csb9vwq65p-slack-global-admin-settings
This would be a very helpful feature for our team as well. Slack integration that doesn't give the option for private comments is effectively useless for us.
We are also looking for a solution for this. We want slack comments to be private by default and public messages need to be made explicitly
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.
We also would like the default behavior to be that notes from Chat are private, but I'm unsure of how to enable this in JSM today.
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.
In my mind comments on the agent channel should always be private and comments in the request channel should be public.
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.