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New tickets created as private note

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Daniel Hart

Posted Feb 10, 2021

Hi,

Is it possible to have new tickets created from a defined email address to be a private note?

I ask this as we generate licences for our software, and we have a form that gets completed by our own users on behalf of our customers. When we reply with licence details to the customer, we do not want the customer to see the details of the initial email that we receive (that generates the ticket). 

If the initial ticket that gets created is a private note, then we as agents can see the details of the ticket, but the customer will not when we reply (publically).

Please let me know if this is possible, or if there is a better solution to this problem.

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    Devan La Spisa

    Zendesk Community Manager

    Hello @...

    You can enable this for all agents by following the steps below. However, if you were looking to do this with light agents, that isn't possible as our base product stands. 

    To configure private ticket comments as the default

    1. Click the Admin icon () in the sidebar, then select Settings > Tickets.
    2. On the Tickets page, deselect Agent comments via web are public by default and Agent comments via email are public by default.

    Best regards.

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