Installing and using the Private Comments app

The Private Comments app allows an agent to easily add a private comment to a ticket while also typing a public response or comment. The app is installed as a sidebar app in the Zendesk Support ticket interface.

This article includes the following topics:

• Installing the app
• Using the app
• Release notes

Installing the app

1. In Zendesk Support, click Admin (), then select Apps > Marketplace. Enter "Private Comments" in the search bar at the upper right of the page.
2.  Double-click on the Private Comments app icon, and click Install.
3.  On the Installation page, under Title enter a name for the app, enable group and role restrictions if required. These configuration options are also available after installation by navigating to  Admin > Apps > Manage.
   
   
   

Using the app

While working on a ticket, an agent or administrator can add a private comment to the ticket while also providing a public response to the requester.

1. Display the Private Comments app on the ticket page by clicking the Apps button on the upper-right side of the page.
2. In the Private Comments app, enter a private comment. You use any of the rich text components provided.
3. Click Comment.

Release notes

Version 2.1.1 - 2021-02-23

• Fixed an issue where URL's copied/pasted into Private Comments box weren't clickable by default
• Fixed an issue where the comment in the Private Comments box was not clearing after adding to ticket.

Version 2.1.0 - 2021-02-08

• Fixed an issue with RTL languages
• Ability to create private comments using a rich text editor

Version 2.0.1 - 2019-03-06

• Initial version of Private Comments on ZAF v2