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, when an agent is the requester on a ticket that's assigned to a private group they aren't a member of, they aren't able to see private comments or agent-only fields within that ticket. 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 or chat) 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 default.
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.