Hi,
Is there anyway in which we can edit a ticket after it's sent to the end-user?
Also, I was thinking that it would be great that we could strike through in the comments.
Cheers,
Susana
Comment Editing
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Hi Susana,
Ticket comments are not edit-able, as we consider them to be part of a System of Record, and allowing the comments to be changed would compromise the integrity of said record.
Also, because the system sends out email notifications of public comments, if those could be edited you'd end up with a discrepancy between what the user receives in the email notification and what ends up being in the ticket.
Let us know if you have any additional questions, and welcome to the Zendesk community!
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Hi Susana,
You can't edit a comment after it's been sent to the requester of the ticket. However, you can convert the comment to an internal note by viewing the ticket events of your ticket.
You can find out more information in the following article: Changing a ticket comment from public to private
As for striking through comments, could you provide a use-case or workflow you're looking to implement with this sort of feature?
Let me know!