Private tickets are, for the most part, regular tickets with no public content—all comments are private comments, meaning they appear on the Internal only tab. When a private ticket is created for an end-user:
- The end-user is not notified that a ticket has been created on their behalf.
- Private tickets do not show up in the end-user's My Activities list, or in Help Center searches.
For information about using private tickets, see Creating a private ticket for an end-user.
Some triggers and automations send email when tickets are created. While private comments are never sent out in email notifications, some of these rules may still cause an email to be sent as part of a private ticket. You may want to take some time to prepare your business rules before starting to use this feature. For more information, see Adjusting your business rules to handle private tickets.
To enable or disable private ticket creation
- In Admin Center, click the Objects and rules icon () in the sidebar, then select Tickets > Settings.
- In the Comments section of the Settings tab, select or clear the Allow first comment on tickets to be private checkbox.
Note: This option only appears in accounts created before April 8, 2017.
- Scroll to the bottom of the page and click Save tab.
When private ticket creation is enabled, comments on new tickets created by an agent become private comments (internal notes) by default, as do all subsequent comments, until a public reply is made.
If new agent-created tickets do not default private comments, sign out of your account and then sign back in.
In this article it says:
If your account was created after this date, your account doesn't include the option, and this article doesn't apply to you; please see Creating a private ticket for an end-user instead.
If you go to that article, it states:
Private ticket creation must be enabled before an agent can use it. You must have administrator privileges to enable this feature. See Enabling private ticket creation.
Which then brings you back to this page, i.e. a circular reference.
So how do I enable private ticket creation for my newer instance?
Is there a way to enable private ticket creation, but still have Public Reply be the default?
Muscle memory of creating and answering so many tickets can mean agents pay less attention to detail. Obviously, this could create issues if one is made but it's meant to be the other.
Yes, this is possible as long as the option "Agent comments on all tickets are public by default" is enabled, the Public reply option should be selected by default.
Agents must use the channel switcher to create private ticket on behalf of the requester or end-user.
I hope this helps! Thanks!
Thank you, Gabriel. The article made it seem like that would be overridden.
But I guess by checking the public default option, it overrides the override.
Is this still something that can be changed? When I visit the ticket settings, I do not see an option to make all agent tickets public by default. We use an API to create tickets and some end users are also agents, so when they create tickets, the initial comment is private by default. Even specifying "public":True in the data packet, does not make the comment public. This is preventing some triggers from firing and from the ticket showing up in a CC user's account. Thanks!
Could you send me a screenshot of what your Admin Center>Tickets>Settings page looks like? The option should still be available on your end wether or not you have Agent Workspace enabled.
Hello - we create tickets for customer maintenance and do not want them to show on the community for the customer to see. We do need them to be logged under the customer account for tracking purposes. Is there a way to hide a ticket from the customer? I understand if there are no public comments it will be hidden. However, we have an integration in place and once is a while someone will post a public comment. Any help would be greatly appreciated
Hello - I'm wondering why I sent out an internal note but is visible on the customer end? What can I do to solve this?
Hi Faris Shahrol Aman welcome to our Community! :)
I see you have raised a ticket for this and my colleague was able to assist you in investigating this issue. Let us know if you have further questions. Thanks!
Can you please let us know what was done to correct the issue
Hi Julia DiGregorio we encourage you to raise to message us so we can personally check on your account. As these kinds of issues need further investigation on the specific sample tickets so we can find out what happened. Thank you :)
One of the issues with private tickets is if a person accidentally adds a public comment the ticket will show on the community. To make things simple I created a new brand called "hidden ticket". If the user doesn't have access to the brand they will never see the ticket. To prevent them from getting emails, I updated all of my notifications to exclude this brand. I hope this helps someone else
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