How can I exclude the internal notes when printing or saving the ticket?

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  • Daniela Basualdo

    Hi Nicole

    I tried to print only the public comments by following your instructions but I didn't get the result I expected.

    All internal notes are still visible.

    What browser do you use?





  • Nicole S.
    Zendesk Community Team

    Hi Daniela -

    I tested this using Chrome.

  • Adrian Palmer

    Hi Nicole,


    I have tested these instructions numerous times and the ticket is still print both types of comments.


    Has this feature been disabled or is there a setting I need to change in settings?

    I am using chrome

    Version 78.0.3904.97 (Official Build) (64-bit)
    I have included a screenshot below

    Many Thanks



  • Devan - Community Manager
    Zendesk Community Team

    Hello Adrian Palmer,

    So this is working as intended; the only way you would be able to print in the way you are describing is by using your browser's print options after filtering out the undesired content. 

    Best regards. 

  • Oliver Knigge

    Here is a nice workaround to exclude internal comments in a printer-friendly version of a ticket.

    Use the "Print ticket" option within a zendesk ticket. A printer friendly version (internal comments included) opens in a new browser tab. Now use chrome/firefox developer tools, to delete sections you do not want to have in your printed ticket (I use the "select item to inspect" option to find the sections in the source code which I want to delete). Using this tools you can also delete the custom fields from the head of the printed ticket.

    Once you have deleted all the sections (mostly <div></div> blocks), print the page using the print option from the browser. 

    That's it!

  • Gerald Schwarz

    Hello, Support,

    I honestly can't understand why we as users should choose the workaround over the non-optimized view of the browser, when there is an optimized print view and one would only have to consider the respective selection of the GUI when generating the print version. The export is very weak and not comprehensible at this point.

    An annoyed customer

  • Jeff Henderson

    I've written a little javascript bookmarklet that solves this problem:

    Create a new bookmark in your browser called "Hide Internal Comments (Zendesk)" and then paste the javascript below into the URL field.

    javascript:(function(){let comments = document.getElementsByClassName('internal_note');for (let x = 0; x < comments.length; x++) {let comment = comments[x].parentElement.parentElement; = 'none'}})();

    After you open a printer-friendly ticket, you can click on your new bookmarklet to hide all internal comments.

  • Matthew Sampson

    I've tried this in both Chrome and Firefox & still get the internal comments. Printing from the browser just returns a single page of the side/top panels and none of the ticket comments. The only way I could get the desired result was with Jeff's javascript bookmark.

  • Adrian Joseph Magboo
    Zendesk Customer Advocate

    Hi Matt,


    If I'm understanding this correctly, you have tried to print from the browser however it returns a single page of the side/top comments without the ticket comments. 


    If that's the case, I can't say for now why it happened without seeing what the output looks like but from the sound of things, it's likely the Public filter option was not selected. I can check it better if you could share a screenshot of the output and how you are printing it from the browser. 





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