Can I hide internal notes in tickets?

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5 Comments

  • Jamey Pringle

    This feature would be ideal. An agent should be able to add an internal and set the Group or Agents who can view that specific note when others access that ticket.

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  • Ricardo
    Zendesk Community Team

    Thanks for sharing your feedback, Jamey Pringle

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  • Mark van Beekum

    We would also like to see this feature. We use Zendesk for IT Support and Web Sales. A Web Sales agent should not be able to see internal notes for a ticket they open with IT Support.

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  • Ricardo
    Zendesk Community Team

    Thanks for your feedback Mark van Beekum. Unfortunately, that option is not possible currently. The best way to keep communications hidden from agents is to have separate tickets belonging to different groups. However, I understand that this option may not suit everyone.

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  • Samuel Mosher

    Our team would also benefit from this. We have multiple internal teams operating in Zendesk and it would be super helpful to have the ability to hide internal notes from agent users who opened a ticket on their own behalf.

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