1. Choose Public reply or Internal note before dictating
Zendesk documents public comments as visible to people with ticket access, including the requester and copied recipients, and able to trigger email. Internal notes are private to agents and are not visible to the requester.
Select the correct composer mode before speaking. Zendesk warns that when comments are public by default, forgetting to switch to Internal note can expose the comment to the customer. Speech recognition should never infer that visibility choice.
- Confirm the exact ticket and requester.
- Choose Public reply or Internal note deliberately.
- Stop Dictation before changing channel or ticket fields.
2. Use the focused composer as text input on Mac
Place the insertion point in the intended reply or note field and start the current macOS Dictation shortcut. Speak, stop, and confirm the text appeared in that field. Current ordinary Agent Workspace composer documentation reviewed here does not identify a generic native microphone for every ticket reply.
System Dictation only provides text. It does not read the ticket, choose the channel, select recipients, insert an approved macro, change status or assignee, attach a file, or submit the update.
3. Turn on Draft mode for public replies when available
Zendesk Draft mode requires confirmation before a public reply is made visible. Zendesk documents Command + Option + T on Mac as the shortcut for toggling the mode, and a final warning with Go back or Send after the agent selects Submit.
Use that extra review step for dictated public replies. Check names, dates, numbers, links, commitments, refund language, security instructions, tone, and every negation. Draft mode does not apply to Internal note and does not guarantee the content is correct.
4. Keep channel-specific drafts and ticket actions visible
Agent Workspace can preserve separate drafts for different channels. Text entered for an internal note does not automatically become the public-reply draft, and unsubmitted drafts can persist across tickets and sessions.
Before submitting, inspect the active channel, recipients, attachments, status, assignee, form fields, tags, and any side conversation. A fluent transcript is not evidence that the correct support action or audience is selected.
5. Do not confuse composer dictation with call transcription
Zendesk Voice can place call transcripts and summaries in the ticket conversation log when the required add-ons and settings are available. Zendesk also documents voicemail transcription that is added to tickets as an internal system note.
Those workflows begin with stored call or voicemail audio and have their own processing, hosting, retention, pricing, consent, and regional controls. They are not the same as live speech-to-text into a ticket composer on Mac.
6. Handle sensitive text before it becomes a permanent comment
Zendesk says ticket comments cannot simply be removed after submission; sensitive data requires the product’s redaction or administrative workflow. That makes review-before-submit especially important for dictated account numbers, credentials, health details, private internal discussion, and personal data.
Follow the organization’s support, consent, AI, retention, and redaction policies. A local recognition step does not change who can see the saved Zendesk comment or how long the ticket data remains.
7. Add IraVoice only for a specific local workflow
Use macOS Dictation first for an occasional ticket reply or internal note. Use Zendesk Voice’s own call or voicemail transcription when the job is transcribing a supported stored support call.
IraVoice 0.7.1 is the separate option for macOS 26+ Apple-silicon Macs when recognition and supported formatting should run on the Mac across supported editable fields, or when a longer support response should become reviewable Markdown first. IraVoice does not sign in to Zendesk, read tickets, choose Public reply or Internal note, select a channel, use macros, redact data, change ticket fields, press Submit, or send a reply.