Ability to print ticket without internal note/comment

40 Comments

  • Markus Badberg

    I have an easy workaround. A lil bit of work is to do, but it is very simple.

    First open the printview.


    Then close the printer dialog and open in your broswer the developer tools.
    I use chrome and for me it is "inspect element"

    Now you can easily remove the unwanted internal notices and print :-)

    My co-worker importet it into an Editor and removed it all by hand. This takes to much of time and my workaround is much faster ;-)

     

    Greetings

    5
  • Stephanie Bryne

    +1 This feature would be great for us because we often times save the ticket as a PDF and have to upload it to another system. That particular system is accessable to all employees and the comments do not need to be seen by all. 

    4
  • Leah McEntee

    I agree this feature would be really good it would even be better if you could export it to an editable format.

    4
  • MiiiA Support

    +1 to the idea and all comments.

    It would be nice to be able to print to PDF if needing to send to a client, and obviously not show the internal private comments.

    2
  • Robert Snow

    +1 It's currently impossible to save/print off a ticket for another member of the business without all the internal notes attached so therefore means it cannot be passed to the customer.

    2
  • Jo Herbert

    We really need the option of include internal comments when printing tickets!

    2
  • Zak Minnaar

    +1 I need this feature too. Only realized after printing to PDF and sending to a client that internal notes was present! (Luckily nothing the client should not be able to see)

    2
  • 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.

    2
  • 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.

    2
  • Dave Dancsecs

    Another +1. I'm actually very surprised to see that this is not already an option and seems like a huge oversight.

    1
  • Heather Rommel
    Community Moderator
    The Product Manager Whisperer - 2021

    +1 and +100 to display the ticket without internal comments when sharing my screen with an end user!

    1
  • Heather Rommel
    Community Moderator
    The Product Manager Whisperer - 2021

    needed this again.... any possibility?

    1
  • Cam

    +1

     

    The ability to hide internal notes would be useful for us

    1
  • Laura Berkobin

    +1 again ... this feature is definitely needed. 

    1
  • Luca Bonetto

    +1 this feature is absolutely needed. 

    1
  • Laura Berkobin

    Hello Mayra - 

    Thanks the quick work-around ... it's still not ideal because printing from the browser has formatting issues. But still -  thanks for the hack!

    1
  • Cam

    We typically use the Print ticket feature. Having the new comment stream filters interact with this would be great!

    1
  • Negócios Web

     

    Olá, Amigos!

    Consegui uma ótima opção seguindo a ideia do @Markus Badberg: https://chrome.google.com/webstore/detail/click-to-remove-element/jcgpghgjhhahcefnfpbncdmhhddedhnk

    Extensão do Google Chrome: "Click to Remove Extension". Basta clicar e remover a divisão que contém a observação interna do Protocolo após clicarem em "Imprimir Ticket". Segue abaixo:

    Dessa forma fica fácil do operador mesmo remover não dependo da Equipe Técnica para fazer este trabalho.

    Abraços Brasileiros. :-)

    1
  • Kevin Alumbaugh

    Is there any follow-up on adding this feature?

    I work for a government agency and most of our tickets are subject to FOIA requests. Currently we need to redact all of the internal comments that are on the printed ticket and this is a huge time sink for us. 

    1
  • King Leong

    Hi , how would the above tag/macro/trigger work on a Closed ticket ??? you cannot edit or add anything to a closed ticket.

    Still cannot believe Zendesk does not have a simple functionality to print External Comments only in year 2019. 

    Initial request raised in 2014.........wow...

    1
  • Ginger Ruiz

    Wow!  This thread goes back 4 years and still no native way to handle this.  SUPER surprised, Zendesk!

    1
  • 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 - Community Manager Zac Garcia any update at all? 

    Adi Schnall is this acceptable to you? 

    1
  • Mayra Pacheco

    Are using the browser's native print option or the print option that appears in a ticket?

    If you use the browser print option, you can filter your comment stream by public only and then print the ticket without any internal comments.



    Can you let me know if there's anything missing for you in this scenario? I'd love to consolidate the two versions so that you can have this functionality with our print option as well, but don't want to remove any useful information you get from the current print implementation.

    0
  • Sebastiaan Wijchers

    I'm using Markus' workaround, but native support for this would be great! I can't expect my agent's to edit the DOM before printing ;)

    0
  • Helen Ross

    This request has been around since 2014 and still not actioned? I'm really surprised. 

    Especially in a B2B space it's often useful to provide a public-facing view of tickets back to managers as part of broader planning. 

    0
  • Sean Morrissey

    Agreed...We need to see Zendesk step up and add this feature.

    0
  • Judit Moreno

    +1 We really need this feature

    0
  • Gerald Crawford

    +1 for this request. 

    Seems like a very simple thing to incorporate. And one obviously needed. Pointless to have Internal/External comments if you are unable to filter that when printing as well.

    Thank you

    0
  • Vincent

    Also would like this feature. 

    0
  • Johannes

    I managed to create a workaround for this by using Macro, Triggers and email:

    1. Create a new macro to add tag (e.g. Email-Me-Public / Email-Me-Private)

     

    2. Create a new trigger that will check the above macro and send an email to the current user (with or without private comments)

    Note:

    - use {{ticket.public_comments_formatted}} to show public comments only

    - use {{ticket.comments_formatted}} to show private comments

     

    3. Once you receive the email, print it.

    0

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