Ability to print ticket without internal note/comment

46 Comments

  • Devan La Spisa
    Zendesk Community Manager

    Hello Ginger,

    I understand your frustration with this feature not being implemented. There are several reasons that a requested feature may not be added to a product, such as more pressing updates taking precedence, other things in development that may solve the problem in a different way, or potential risks outweighing potential benefits. We do read and listen to all user feedback but are not able to act on all of it.

    When a request is something that we can’t prioritize in the near future, we try to offer workarounds that can serve as a stand-in for the requested functionality. This way, you have options for a solution to the issue impacting you. Our product team can’t act on every feedback request that is submitted, but they do find them all valuable in understanding the needs of our users. We hope you continue to share your perspective with us in the future and appreciate your understanding.

    -3
  • Jeff Henderson

    I've written a little javascript bookmarklet that solves this problem:

    Create a new bookmark in your browser called "Hide Internal Comments (Zendesk)" and then paste the javascript below into the URL field.

    javascript:(function(){let comments = document.getElementsByClassName('internal_note');for (let x = 0; x < comments.length; x++) {let comment = comments[x].parentElement.parentElement;comment.style.display = 'none'}})();

    After you open a printer-friendly ticket, you can click on your new bookmarklet to hide all internal comments.

    5
  • Johannes

    @... Brilliant! Thanks for this!

    0
  • Nicole Saunders
    Zendesk Community Manager

    Hey Jeff - 

    We'd love it if you wanted to publish your answer as a new post in the User Tips & Tricks topic to make it easy for users to find. :) 

    0
  • ZendeskMCM

    Nice Work Around @.... Thats what we need.

    0
  • Zac Garcia
    Zendesk Product Manager

    Hi all,

    I came across this thread and perused the comments, and was curious if the following app meets the need for excluding internal comments: https://www.zendesk.com/apps/support/print-ticket-history/. The added benefit with this app is that you can print multiple tickets at once! I'd be curious to know what you think. Thanks for joining in the conversation!

    -Z

    -2
  • Johannes Sidarta

    Hi Zac,

    Thanks for your reply.

    I've tried the Print Ticket History app, it's definitely moving to the right directions.

    A couple of things:

    - The option to 'hide private comments when printing' only shown in the setup page; ideally during the print too, so that the user can choose whether to show/hide the internal comments every time.

    - The resulted PDF cannot show the image, thus it came with a bunch of URLs only

    - It's good to be able to select a couple of tickets to print (and zip) at the same time

     

    Thanks

    0
  • Nathan Purcell

    7 years, 1 Community moderator, 3 Community Managers, 1 Product manager, far too many hacks (some are pretty ingenious but not feasible for larger or inexperienced teams), 1 terrible first-party app (you can't even search by ticket number!) and still the same old Zendesk excuses of "roadmaps, votes and just hack it".

    Nicole Saunders Devan La Spisa Zac Garcia any update at all? 

    Adi Schnall is this acceptable to you? 

    3
  • Justine MacLean

    We really need the ability to select if we want to print all ticket comments, or just the public ones.

    The nature of our customer interactions, we sometimes need to show proof of a previous email trail (where the ticket may be closed), so being able to just show the public replies would be extremely helpful.

    I'm surprise to see this issue has been raised by so many over several years without being resolved.

    Hopefully this one is implemented soon.

    3
  • Ashley Moore

    Any update on this? Should be a basic feature of printing.

    0
  • Gabriele LoCascio

    +1 It would be nice to have a "Print Configuration window" every time that someone print a ticket where you can select easily witch component you would like to add on the Ticket Printing (ex. Tag, Custom Field, SLA, Private Note, etc.).

     

    0
  • Faye Daigler

    Kinda shocked Zendesk hasn't made this easier, but thank you to Markus and Johannes for your workarounds -- especially Markus as this works on a closed ticket! 

    0
  • James Leahy

    Yes please. We definitely need this.

    0
  • Brian Dao

    Saw the bookmarklet above and wanted to say thank you for this workaround! Would it be possible to expand the script to hide the agents' names on the ticket? Thank you!

    0
  • An Broekmans

    Any update here? Or a clean workaround?

    0
  • Lutz Weber

    Hello Zendesk Support,

    we would definitely need a native embedded functionality to print as pdf not only one ticket at a time but also for example the tickets of one customer for one month at a time - of course with the possiblity to hide private/internal comments. 

    The App "Ticket PDF Download" from the marketplace brings a lot of helpful functionality on filtering, etc. but for example the layout with the header is not as good as the native Zendesk functionality. Also the embedded screenhots are not included in the printout and the comments are presented in justified text and moved together. 

    So who will help us with a comprehensive solution which enables the user to print tickets as pdf - selecting several at one time by tags, etc... and with the possiblity to choose which information and fields are included in the printout? Of course the layout has to appear in a form suitable and appealing for printout.

    Thank you very much for your help!

    Best regards

    Lutz

    0

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