Can Customers See Private Notes in Zendesk?
Learn if customers can view private notes in Zendesk tickets and how internal comments work.
Can customers see private notes in Zendesk tickets?
No, customers cannot see your private notes in Zendesk tickets. Private notes are meant for internal communication within your team and are not visible to the customer. However, if a user who is not on the CC list or isn't the requester of the ticket makes an update, the comment will be displayed as a private comment. This ensures that sensitive information remains confidential and only accessible to the relevant team members.
For more information, see this article: Understanding when email replies become public or private comments.
More related questions
What happens if a non-CC user updates a Zendesk ticket?
If a user who is not on the CC list or isn't the requester of the ticket updates a Zendesk ticket, their comment will be displayed as a private comment. This means that the comment will not be visible to the customer and is intended for internal…
How can I ensure my Zendesk comments remain private?
To ensure your comments remain private in Zendesk, make sure to add them as internal notes rather than public comments. Internal notes are not visible to customers and are used for internal communication within your team. Additionally, be aware…
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
“Since implementing My AskAI, the AI agent has deflected at least 68% of all customer queries. This has allowed us to get our average human response time down to under 60 seconds. A goal we've had for the last 6 months and finally achieved now with My AskAI.”
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