Enabling private ticket creation Follow

You may want to give your agents the option to create private tickets on behalf of your customers. Private tickets are, for the most part, regular tickets with no public content - all commenting and information is internal-only.

When a private ticket is created for an end-user:

  • The end-user is not notified that a ticket has been created on their behalf.
  • Private tickets do not show up in the end-user's My Activities list, or in Help Center searches.

For information on using private tickets, see Creating a private ticket for an end-user.

Note: Some triggers and automations send email when tickets are created. While private comments are never sent out in email notifications, some of these rules may still cause an email to be sent as part of a private ticket. You may want to take some time to prepare your business rules before starting to use this feature. See Adjusting your business rules to handle private tickets for more information.

To enable private ticket creation

  1. Click the Admin icon () in the sidebar, then select Settings > Tickets.
  2. In the Comments section of the Settings tab, click the checkbox to enable Allow first comment on tickets to be private.
  3. Scroll to the bottom of the page and click Save tab.
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  • 0

    Hi, do private tickets included in Insights metrics for the user or organization? If yes, is there a way to exclude them using a filter? 

  • 0

    Hi Teena,

    Yes, Insights metrics can see private tickets, and there are filters that can exclude private tickets from a report!  The filter "public comment" is "true" should exclude private tickets, as they have no public comments. If you have questions about a specific use case, please feel free to call or email our customer service team - they'll be able to assist further.

    Thanks for the question!

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