How to Manage Ticket Visibility
A ticket can be marked as public or private. If a ticket is marked as private, it will not be visible in the customer portal; only agents can view those tickets in the agent portal.
Private tickets can be created for internal purposes.
Agents can change the ticket visibility to public or private at any time. You can find details on how to change the ticket visibility in this article.
Setting visibility during ticket creation
When an agent creates a ticket in the portal, they can set the ticket visibility to private by enabling the Mark this ticket private option on the create ticket page. Otherwise, the ticket will be created as a public ticket by default.
Modifying ticket visibility after creation
Agents can change the visibility from public to private or from private to public at any time after the ticket has been created on the ticket details page.
Note:
- Ensure the ticket visibility before changing it to private.
- Once the ticket visibility is set to private, the ticket will not be visible to the customer in the customer portal.
- Email Actions can also be used to set the ticket visibility.
To learn more about the email actions, refer to this article.
Using ticket automation
You can also use the Create Ticket Trigger or Update Ticket Trigger to set the ticket visibility when a certain condition has been met.
To learn more about creating a rule in the Create and Update Ticket Trigger, refer to this article.
Note: Here, when an agent includes the “internal request” tag in the ticket, the created rule will be triggered, and the ticket visibility will be set as “private.”
Check out this video tutorial.
