We are finding situations where it would be helpful to track a ticket internally without allowing the customer to see, i.e. a private ticket.
Currently, we make the requester an agent, which does the job, but then when we look for ticket history for an organization or end user, we aren't able to see that history. We've "hacked" this limitation by always including a "company code" in the subject line so we can search for issues, but this is inefficient and not the way the system is designed. We've also tried always placing the company code in the tags, which also helps, but still is difficult to enforce and stay consistent.
Ideally, it would be helpful to allow a "private ticket", similar to a private comment, so that the ticket is assigned to a requester, and is therefore shown under their profile, but only agents (or lite agents) can see it/update it.
I would think many organizations could use this and benefit from it. Sometimes we have issues with a customer that we don't necessarily wish to share with that customer (or bother them with).
Still love Zendesk...