After you have submitted a ticket, you can change a public comment to private by making it an internal note. Everyone who has access to the ticket, including anyone copied on a ticket, can see public comments but only agents can see private comments.
Agents and admins can change any comments from public to private. When you change a public comment to private, you cannot make it public again. Additionally, the comment will no longer be visible to end users in tickets or the web portal.
- Open the ticket that contains the comment you want to change.
- Click Conversation in the comments section, and select Events from the drop-down menu.
The ticket's events and notifications are displayed.
- Under the comment you want to change, click Make this comment an internal note.
- Click Yes, convert to an internal note.
An new event is added to the ticket indicating that the comment was changed from public to private.