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Enable private ticket creation to keep ticket details internal, ensuring end users aren't notified or able to view these tickets. This feature is available for accounts created before April 8, 2017. You can turn this option on or off in the settings, making initial and subsequent comments private by default until a public reply is made. Private tickets cannot be created via email.

This article applies to accounts created before April 8, 2017, which include an option to turn on or turn off private ticket creation. Accounts created after that date do not include this option.

Private tickets are, for the most part, regular tickets with no public content—all comments are private comments. 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 appear in the end user's My Requests list or help center searches.

You can create a private ticket in Agent Workspace or with the Tickets API. Private tickets cannot be created through an inbound email message.

For information about using private tickets, see Creating a private ticket for an end user.

To turn on or turn off private ticket creation

  1. In Admin Center, click Objects and rules in the sidebar, then select Tickets > Settings.
  2. Click Comment options for agents to expand it.
  3. Select or clear the Allow first comment on tickets to be private checkbox.
  4. Scroll to the bottom of the page and click Save.

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 to private comments, sign out of your account and then sign back in.

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