In Zendesk, public comments are visible to the customer, while private comments, also known as internal notes, are only visible to agents. Public comments are used for direct communication with the customer, whereas private comments are ideal for internal discussions among agents.
Private comments allow agents to collaborate on a ticket without involving the customer. However, on Enterprise plans, admins can configure agent access to private comments and agent-only fields on tickets they request. This setup helps maintain privacy and control over sensitive information shared internally.
You can change the default privacy setting for agent comments in Zendesk to make them private by default. This means that when an agent adds a comment, it will be an internal note unless they choose to make it public. To do this, go to the Admin…
Yes, on Enterprise plans, you can restrict agent access to tickets they request in Zendesk. This allows you to control the visibility of private comments and agent-only fields on these tickets. To do this, go to the Admin Center, click on…
Currently, Zendesk does not support setting comment privacy by brand. The default privacy setting for ticket comments is an account-wide setting and cannot be filtered by brand. If you need to manage comments for specific brands, consider using…
To configure CC and follower permissions in Zendesk, you need to adjust the settings related to comment privacy and notification preferences. While the help documentation doesn't provide specific steps for configuring CC and follower permissions,…
Currently, Zendesk does not allow setting default comment privacy by user role. The privacy setting for comments is an account-wide configuration and cannot be customized for individual roles or profiles. If you have specific workflows that require…