Comment Helper prevents agents from accidentally sending internal notes to customers by providing notifications when switching between internal and public replies, allowing selective copying between comment types, and offering one-click copy, paste, and clear functions. Support teams benefit from reduced customer communication errors and improved workflow efficiency when managing sensitive internal discussions.
Vendor Description
Comment helper is a ticket sidebar app that helps to prevent agent from sending internal note as public reply by accident.
Key Features:
Notify agent when switch between internal note and public reply
Option to disable copying of comments from either internal note to public reply or the other way round
Automatic copying of comment to app when switch between comment type.
Copy, paste and clear comment using a single click of a button
Installation
Step 1
Click on Install
Step 2
In the installation screen, you can choose the options suitable for your needs:
Copy comment from public reply to internal note? - If unchecked, comment entered in public reply will not be copied to internal note.
Copy comment internal note to public reply? - If unchecked, comment entered in internal note will not be copied to public reply.
Notify agent on comment type switch? - Check this option if agent should be alerted upon switching of comment type.
Step 3
After installation, the app should be visible on the ticket sidebar upon opening a ticket..
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