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Allow teammates to set a default reply method

Related products:Core Inbox
  • September 23, 2025
  • 0 replies
  • 60 views
Pamela Van Gasse
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It would be good to allow teammates to set a default reply method.
At this time, there is no way to for example make sure a Note is always the default when creating a comment in a conversation.
Some teammates only add internal notes and don’t want to constantly pay attention they don’t add public comments.

A configuration option in the teammates personal settings would be great.

T
  • Tom Dausy (UP)
  • New Participant
  • September 23, 2025

This is a critical issue regarding the default reply behavior in our Intercom ticketing system.

Currently, the default reply method is set to Public, which means it sends an email directly to the customer. However, a significant number of our replies are internal comments intended for our team's eyes only.

This default setting poses a major risk of potential privacy breaches. If a user forgets to switch the reply type from Public to Internal before sending, sensitive information or internal discussions could be accidentally shared with the customer.

To mitigate this risk and prevent future errors, we strongly recommend and urge that the default reply method be changed from Public to Internal. This would better align with our primary use of the comments feature and ensure that information is only sent to the customer when explicitly intended.

Thank you for your attention to this matter.

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