Enable/Disable Private Tickets - Frequently asked questions
Frequently asked questions
How can I enable or disable private ticket creation in Zendesk?
To enable or disable private ticket creation in Zendesk, you need to access the Admin Center. In the Admin Center, click on 'Objects and rules' in the sidebar, then select 'Tickets > Settings'. In the 'Comments' section of the Settings tab, you…
What are private tickets in Zendesk and how do they work?
Private tickets in Zendesk are regular tickets with no public content, meaning all comments are private. When a private ticket is created for an end user, the end user is not notified, and the ticket does not appear in their 'My Requests' list or…
Can I make public replies the default for private ticket creation?
Yes, you can set public replies as the default even when private ticket creation is enabled. To do this, ensure the option 'Agent comments on all tickets are public by default' is enabled. This setting will make the Public reply option selected by…
Why can't I see the option to make agent tickets public by default?
If you can't see the option to make agent tickets public by default, it might be due to your account settings. Ensure that you are checking the correct settings page in Admin Center under 'Tickets > Settings'. If the option is still not visible,…
How can I hide a ticket from a customer in Zendesk?
To hide a ticket from a customer in Zendesk, ensure there are no public comments on the ticket. If a public comment is added, the ticket will become visible to the customer. To prevent this, you can create a new brand and ensure the user doesn't…
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“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
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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?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
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