Changing a ticket comment from public to private (standard agent interface)

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  • Melinda

    To confirm, if an accidentally sent "public reply" is successfully converted to an "internal note" by using the "Make this comment an internal note" feature, will the customer or person why submitted the customer service request see the accidental message?

  • DJ Buenavista Jr.
    Zendesk Customer Care

    Hi Melinda,

    Thank you for reaching out to Zendesk Support.

    In regards to your concern, the comment that was changed from public to private won't be visible to the requester as long as the changes were made as soon as possible. If the agent didn't immediately change it into an internal comment, the end-user will have time to read the following email.

    Thank you!


    DJ Buenavista Jr. |
    Customer Advocacy Specialist |

  • Robin John Rivera

    If the change (convert to internal note) was made at a later time, I understand that it will no longer be visible to end-users in tickets or the web portal but will it recall the email that was already sent to the requester just in case it was not read yet?


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