Changing a ticket comment from public to private

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20 Comments

  • shyam

    I don't see this option ' Make this Comment private'. how do I enable it I am an admin in zendesk.

    1
  • Jessie - Community Manager

    Hey Shyam!

    This functionality doesn't requite being enabled - it's always available. Can you post a screenshot of where you're looking?

    0
  • Zach

    Hi Jessie, 

    One of my colleagues has been asking about this feature. How do ZD users utilize this function? The only example I can think of would be when you submit a comment, but later realize some part of it is inaccurate, so you wish to hide it from future correspondences. Do I have this correct? Are there other use cases? 

    0
  • Nicole - Community Manager

    Hey Zach - 

    I checked in with a few of our Advocates to see how they use this feature. They said they basically use it when a) someone accidentally makes a public comment that was meant to be private or b) if something is no longer current/goes out of date. Note that this does not recall any email notifications that were sent, but it does prevent the erroneous comment from further being exposed publicly. 

    0
  • Rachel

    I don't see the option either, can you provide screenshots of where exactly it should be?

     

    0
  • Jessie - Community Manager

    Hi Rachel!

    In order to see this option you need to click on the Conversations drop-down right above your top comment, and select Events. You'll then see the Make this comment an internal note option: 

    Let us know if you need anything else!

    0
  • Jennifer Zou

    How to make a private note a public reply?

    3
  • Jessie - Community Manager

    Hi Jennifer! 

    I'm afraid it's not possible to convert a private not to a public comment. My recommendation would be to copy/paste the private response into a new, public comment.

    -1
  • Jiri Fait

    Can you please explain me what is this feature for? I mean, after submitting a public comment, email notification is sent to the customer, so when the assignee realizes that is should have been a private note it is already too late anyway.... 

    1
  • Jessie - Community Manager

    Hi Jiri!

    This is absolutely true. However, changing the comment from public to private after the fact ensures that it's not visible in perpetuity to the requester or any CCs when they view their tickets in My Activities in Help Center. It also avoids further confusion inside the ticket from the Agent end of things, because it gives the correct context for the conversation in the ticket.

    0
  • Melvin Joseph

    Hello,

    Is there a way we could track changes from public note to private note on Insights?

    0
  • Nicole - Community Manager

    Hi Melvin, 

    Can you tell us more about why you need to track this? There's not a direct way, but if you can tell me more maybe we can find a workaround for you. 

    0
  • Martin Vad Jespersen

    Hi

    There are certain tickets where the "make comment internal" is not present. What options do i then have?

     

    0
  • Melvin Joseph

    Hello Nicole,

    Newer agents at times miss setting the note as private and send out internal information out. This is corrected when observed.

    We would like to track this to enable us to coach the new agents better.

    0
  • Jessie - Community Manager

    Hi Martin!

    To the best of my knowledge, that option should be available on all tickets. Can you tell me more about the tickets where you're not seeing this option? Bear in mind that if you're an agent you can only make your own comment internal, while admins can make any comment internal.

    0
  • Nicole - Community Manager

    Melvin - 

    I've done some digging around and it sounds like you could pull this data from the API. 

    0
  • Greg Bakken

    I have a similar request to Jennifer above so we could turn a private comment to public in the case of customer email replies that become private comments.  I logged my feedback to this thread: https://support.zendesk.com/hc/en-us/community/posts/360000894848-How-can-an-end-user-add-an-internal-note-to-a-ticket-?page=1#community_comment_360001586207

    0
  • Arnoud Van Der Kelen

    Hi,

    Is it possible to automatically change a public comment to an internal comment based on who the sender is? i.e.:

    We work with calendly to let customers book meetings. We receive a confirmation from calendly the event is booked on support@teamtel.be. Now the customer receives a confirmation email from calendly but also an email from zendesk that turns our calendly confirmation to a ticket with the calendly confirmation for us as the public notes to the customer.

    What 'd we 'd want is to create an internal ticket for our support employees with an internal note of the calendly confirmation without the ticket creation to the customer who booked the event. It would just be an internal ticket.

    Thanks!

    0
  • Mark Lyn Paculba

    When you change a public comment into an internal comment, then send corrected public comment, will the requester not see the public comment you changed the mode?

    0
  • Jessie - Community Manager

    Hi Mark! Welcome to the Community!

    Once a public ticket comment is changed to private, end-users won't be able to see them if they're viewing their tickets in My Activities in your Help Center. However, if that comment was already sent out to an end-user in an email notification, they will still be able to see it there since it's not possible to change the content of the email after the fact.

    0

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