How to Add Public Notes to a Ticket
Public notes can be added to a ticket by an agent. When a note message is marked as public, the requester is automatically notified via email and can view the message in the customer portal. The response or resolution due date will not be affected when the public note message is added to the ticket.
Use Case
- Agents can update additional information to a ticket that will be visible to customers, without affecting the SLA.
To add a public note, follow the given steps.
- Go to the Ticket details page >Add Note or open the Editor and click the Note tab.
- Select the Public note radio button.
- Enter the message content.
- Click Update Note to save.
Agents can be @mentioned while adding a note message. The agents will receive email notification for the message when the event mentioned below is enabled for them.
- Notes added to Ticket
To send notifications to the end users, enable the below mentioned event (contacts).
- Ticket Public Note Added
- Once you post a public note, it cannot be converted/changed to a private note. If it is mistakenly updated, the agent can delete it and re-update as a private note.
- Public note cannot be added to private tickets.
To delete a public note, agents must have the Delete Public Comments in Ticket permission assigned to their role. Learn
How to Manage Roles and Permissions in BoldDesk.
