Tickets - Comments posting to the 'Communication' tab (comments are comments, not communication)
Idea shared by Nathalie V - 3/10/2015 at 7:56 AM
Under Consideration
I inquired about this and was told this works this way "by design" but if this is true this is pretty bad design in my opinion.
The problem is that when I'm in the 'Communication' tab on a very active ticket, it's very confusing because interspersed with the communication (posts by the user and replies by the agents) are COMMENTS.
Well, there is a 'Comments' tab, if I wanted to view all the comments on the ticket I just need to look there.
Having comments in the "Communication" tab is extremely cluttering, and technically 'comments' are not 'communication' as they are not replies to the ticket.
Comments should not be showing up at all in the Communications tab ('Sticky Comments' would be OK to show there and that would be useful) but otherwise it just clutters the ticket needlessly.

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Just curious as to why this has been posted multiple times?
If that happened it's because I got an error the first couple of times upon submitting the post that indicated it did not get posted, so I hit the back key and tried again. I didn't take down the error or get a screenshot but it said there was an error and to contact the system admin. In most applications that means what you were trying to do failed. I thought maybe my post was too long or something, what ended up letting me submit the ticket was removing the keywords I had tagged.
OK so perhaps someone from ST should look into this as well

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