Your agents reply to customer tickets by adding comments to them. They can do this either through the Zendesk Support web interface, or by responding to the ticket using email.
You can configure ticket comments in one of two ways:
Public: Ticket comments can be seen by the customer. Public comments are written on the Public reply tab of the ticket comments field.
Private: Private comments (known as internal notes) can be seen by agents, but cannot be seen by the customer. These are great for discussing tickets internally with your team without having to involve the customer.
For example, here's where agents add private comments from the ticket interface:
Making agent comments private by default
By default, when an agent adds a comment, the comment becomes public. For example, if the agent wants to add a private comment to the ticket from the ticket interface, they must first click the Interal note tab. If they forget, the customer will see what they write.
If you prefer, you can configure ticket comments from agents to be private by default. Then, when an agent adds a comment from the ticket interface, they will need to click the Public reply tab if they want the customer to see the comment.
If CCs are enabled, you can also change the default comment privacy for end user CCs (see Configuring CC and follower permissions).
To configure private ticket comments as the default
- Click the Admin icon () in the sidebar, then select Settings > Tickets.
- On the Tickets page, deselect Agent comments via web are
public by default and Agent comments via
email are public by default.