Seperate Public Note reply and Work notes within a ticket



  • Nicole Saunders
    Zendesk Community Manager

    HI Andrew,

    Are you referring to Internal Notes vs. Public Replies? We don't have any functionality named "work note" in Zendesk.

    Assuming that you are, the answer is that, natively, you can only submit one comment at a time. So you would need to make your internal note, submit the ticket but stay on it, and then make your public response.

    That being said, Zendesk has released the "Private Comments" app - an official app that creates the functionality to submit both simultaneously.
    The app does have a cost at $1.00/agent/month, but it gets the job done.

    Let us know if you have any further questions!


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