Public notes allow agents to share ticket updates with customers without affecting ticket SLA calculations. When a public note is added, customers can view the note in the customer portal and may receive an email notification, depending on the configured notification settings.

Adding a public note does not reset, pause, or modify the ticket’s response SLA or resolution SLA timers.

Required Roles and Permissions

To add or manage public notes, agents must have the appropriate ticket permissions assigned to their role.
Permissions Required
Reply Ticket via Agent Portal

Learn more about Managing Agent Roles and Permissions in BoldDesk.

Use Case

Public notes are useful when agents need to:

• Share progress updates with customers.
• Request additional information without affecting SLA calculations.
• Provide status updates that should remain visible to customers in the portal.
• Document customer-facing information separately from private internal discussions.

Adding a Public Note

To add a public note, follow the given steps.

1. Go to the Ticket details page > Add Note or open the Editor and click the Note tab.

2. Select the Public note radio button.

3. Enter the message content.

4. 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

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.

Frequently Asked Questions

1. Can customers see public notes?
   Yes. Public notes are visible to customers through the customer portal and may also be sent through email notifications, depending on notification settings.

2. Does adding a public note affect the SLA?
   No. Adding a public note does not affect ticket response SLA or resolution SLA calculations.

3. Can a public note be converted to a private note?
   No. Once created, a public note cannot be converted to a private note.
   If a public note was added by mistake, delete it and create a new private note.

4. Can I add a public note to a private ticket?
   No. Public notes cannot be added to private tickets.

5. Will customers receive an email when a public note is added?
   Customers receive an email notification only if the Ticket Public Note Added contact notification event is enabled.

Related Articles

1. Understanding Public Reply, Public Note and Private Note in BoldDesk
2. Update Public and Private Notes with BoldDesk Rest API + Power Automate
3. How to Manage and Personalize Email Notifications