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 or another messaging channel.
This article includes these sections:
About public and private comments
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 (or messaging channel) of the ticket comments field. For example, here's where agents can add public replies from the ticket interface
Private: In general, 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. However, on Enterprise plans, admins can configure agent access to private comments and agent-only fields on tickets they request. For example, here's where agents can 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 select Internal note. 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 select a public channel (such as email) instead of an Internal note 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.
Settings to make agent comments private by default do not apply to channels that are considered live, including chat, messaging, and social media. See About channel switching logic in the ticket composer.
To configure private ticket comments as the default
- In Admin Center, click Objects and rules in the sidebar, then select Tickets > Settings.
- In the Comments section, deselect both these options:
Set composer to public channel by default and
Agent comments via email are public by
If the Zendesk Agent Workspace is not enabled on your account, the option names vary slightly. Deselect both these options: Agent comments by web are public by default and Agent comments via email are public by default.
Restricting agent access to private comments in tickets they request (Enterprise only)
On non-Enterprise plans, agents can only access tickets assigned to a private group of which they aren't a member if they're the requester or explicitly added as a CC or follower. They'll only see that particular ticket, but they will see it as an agent.
On Enterprise plans, admins can configure the visibility of private comments on tickets an agent requested, regardless of the tickets group assignment. If you restrict agents in your account from seeing internal notes and agent-only fields, they will only be able to access tickets they've requested as an end user. That means they can access tickets they requested from their email or their Support profile if their Zendesk account has Guide configured to allow agents to manage requests from the help center.
- In Admin Center, click Workspaces in the sidebar, then select Agent tools > Agent interface.
- Under Agent as requester, choose the level of
access you want agents to have to internal notes on
tickets they've requested:
- Show all internal notes: No restrictions. Agents can view tickets they request, regardless of group assignment, as an agent.
- Hide internal notes on tickets assigned to private groups: Agent access to internal notes on tickets they request is restricted only if the ticket is assigned to a private ticket group.
- Hide all internal notes: Agent access to internal notes on tickets they request is restricted in all cases, regardless of group assignment.
- Click Save.