Changing a ticket comment from public to private

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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 R.

    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?

  • Dave Dyson
    Zendesk Community Manager
    Hi Robin –
    No, once the email is sent, it cannot be recalled.
  • Lila Kingsley

    Hi, I was directed here from this comment in an article on the ZD/Slack app integration. 

    The integration currently creates tickets with initial comment as public.  Hopefully that changes one day...but in the meantime, wondering if there is a way to change the comment type from public to internal based on on the created_from_slack tag?  Pretty sure it isn't possible in triggers, but just want to confirm.

  • Reneé Lasswell

    My follow-up question to Lila's is to clarify the comment she cross-linked.

    That restriction mentioned is just for if the slack comment is "creating" a new ticket, yes? If the ticket already exists, can the slack comments be added as internal note updates, then?

  • Lila Kingsley

    Reneé Lasswell:  From what I see in their "Using the Slack Integration" article, ALL comments via slack after create appear to be internal.  Here's a link directly to the commenting on existing tickets section of the article above



  • Ron Miller

    Hey Team!

    Just tested this out in a few different formats (Ticket Created from Zendesk), and I haven't been able to recall / unsend one of the emails, even after immediately changing the comment to internal (immediately being within a few seconds of send).

    Workflow was:

    Add Ticket > sent to gmail address > add Subject + Comment > Submit as Open > "Events" > Change to internal.

    Any update as to if this only works with certain servers? 

  • Dane
    Zendesk Engineering
    Hi Ron,
    The method above will only remove the end-user's visibility of the actual comment in the Help Center. However, any emails that were already sent are unaffected by this method. 
  • Holly Thomas


    Is there any way to automate the conversion? For example with get transcripts of voicemails sent to us from a specific email address which we have agents auto-convert to an internal note prior to replying to the thread. I'd like to be able to doo this via trigger or automation. 


  • Christine Felicia
    Zendesk Engineering
    Hi Holly, there is no Trigger or Automation action that would allow you to convert ticket comments to internal notes, hence what you're looking for it is not natively possible at this time.
    Although the Ticket Comments API does not have a parameter for the most recent public or private comment, you can use the List comments endpoint to retrieve all ticket comments and then pass the comment with the most recent timestamp to PUT /api/v2/tickets/{ticket_id}/comments/{ticket_comment_id}/make_private. 

    Note: For assistance in using the API, please reach out to your Development team and provide the API documentation above.
  • Dave Dyson
    Zendesk Community Manager
    Hi Darrell, and welcome to the community! It's true that the ability to switch a comment between public and private is not currently available in the Agent Workspace, but there is an active product feedback thread on this and some other Agent Workspace features, so I'd recommend you go upvote and add your own comment here: Zendesk's New Interface (Agent Workspace): Internal Note vs Public Reply
  • Emmet Haughian

    Hi all.

    Just wondering if it's possible to make a private comment public? We have a Zoom integration running on Zendesk and when a meeting ends, it adds a private note to the ticket but ideally, we would like this to be public. Our current thinking is we copy and paste but hoped there might be something a little more streamlined as doing this impacts some of the original formatting. 




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