Public vs. Private
Your agents reply to customer tickets by adding comments to them. They can do this either through the Zendesk web interface, or by responding to the ticket via email.
You can make these comments either public — in which case they are sent back to the customer — or you can make them private by unchecking the box underneath the comment area. Private comments are great for when you want to discuss the ticket internally with your team, but you don’t want to share that conversation with the customer.
Private By Default
By default, your comments are public — you have to uncheck the box if you want it to be private. Sometimes you might forget to check it, however, in which case a comment you wanted to keep internal gets shared with the customer. If this is a situation you don’t want to risk, or if you post a lot of private comments, you can change your Zendesk comments to be private by default. This means that you have to check the box underneath the comment area if you want the comment to be public to your customer.
To do so go to Ticket Options page underneath the Accounts tab in the top navbar. On that page, you’ll have the option to uncheck the “Comments are public (visible to the requester) by default”.
Note that when you do this, you now have the option to make ticket comments sent in by email public by default. This is good if you want to use the web interface for private conversation, but you want to be able to reply by email to the customer.
Make All Ticket Comments Private By Default
- Tip of the Week
By Matthew Latkiewicz- Tweet
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2 CommentsPublic vs. Private
Your agents reply to customer tickets by adding comments to them. They can do this either through the Zendesk web interface, or by responding to the ticket via email.
You can make these comments either public — in which case they are sent back to the customer — or you can make them private by unchecking the box underneath the comment area. Private comments are great for when you want to discuss the ticket internally with your team, but you don’t want to share that conversation with the customer.
Private By Default
By default, your comments are public — you have to uncheck the box if you want it to be private. Sometimes you might forget to check it, however, in which case a comment you wanted to keep internal gets shared with the customer. If this is a situation you don’t want to risk, or if you post a lot of private comments, you can change your Zendesk comments to be private by default. This means that you have to check the box underneath the comment area if you want the comment to be public to your customer.
To do so go to Ticket Options page underneath the Accounts tab in the top navbar. On that page, you’ll have the option to uncheck the “Comments are public (visible to the requester) by default”.
Note that when you do this, you now have the option to make ticket comments sent in by email public by default. This is good if you want to use the web interface for private conversation, but you want to be able to reply by email to the customer.