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. Admins can change any public comment 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.