Changing a ticket comment from public to private Follow

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6 comments

  • Avatar
    shyam

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

  • Avatar
    Jessie Schutz

    Hey Shyam!

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

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    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? 

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    Nicole Relyea

    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basically use it when a) someone accidentally makes a public comment that was meant to be private or b) if something is no longer current/goes out of date.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. 

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    Rachel

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

     

  • Avatar
    Jessie Schutz

    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!

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