Chai

Further to my clarification above, I screen shot the whole conversation above through my agent interface. What you should refer to is the Bryan Rey's response, that he managed to screenshot our internal note as an end-user!

Hi Jonathan,

No, Bryan is an end-user, he's not suppose to see our internal note. But he managed to see it and screenshot to question us.

Regards,
Chai

Thanks for your reply, but as you can see that the end user able to screenshot the internal note that he has seen in the Zendesk interface. Since the it's highlighted yellow, it's clear that it's an internal note the moment it was screen shot. Correct me if i'm wrong.

Regards,
Chai

The only thing we have taken note is the end user is in the CC, as of how he manage to see the internal note, we can't be sure.

In your "user" above , u mean it's our agent?

We experienced that when our agent user writing internal notes, the end user able to view it and screen shot to question us.

This is not suppose to happen and i thought Zendesk doesn't allow end user to view the internal notes!

What exactly the security control applied to internal note? Is that if end user contact happen to be in the CC of the ticket they they are able to view it?