Creating a Internal or Private Ticket

Agents have an option to create private tickets using the agent portal. If a ticket is marked as private, then the ticket is not visible in the customer portal. Even if the requester is set to a customer name, it can only be accessed via the agent portal. Private tickets will be displayed everywhere in the agent portal, also in all reports.

The main objective is to create a ticket in the customer’s name for internal agents to track, while keeping it hidden from the end user’s knowledge that the ticket is created under their name.

Use cases of private tickets

• Record the call logs/meeting logs of the customers.
• You may need to show the ticket under the customer profile for reporting person, but the customer should not view the private tickets.
• Take actions/follow-up for customer reported problem internally without involving the customer in the ticket.

Tickets can be marked as private at the creation time by selecting the Mark this ticket private checkbox.

Existing ticket visibility can also be altered by changing the value of the ticket visibility field on the ticket details page.

Check out this video for more details.

Frequently Asked Questions (FAQ)

1. What is a private ticket in BoldDesk?
A private ticket is a support ticket created by agents that is hidden from the customer portal. It is only visible to internal agents and used for internal tracking purposes.

2. Can customers see private tickets created in their name?
No. Even if a private ticket is created under a customer’s name, it will not be visible in the customer portal.

3. How do I mark a ticket as private during creation?
While creating a ticket in the agent portal, select the checkbox labeled Mark this ticket private to make it private.

4. Can I change a ticket’s visibility after it’s created?
Yes. You can update the ticket’s visibility by modifying the ticket visibility field on the ticket details page.

5. Will customers receive email notifications for private tickets?
No. When a ticket is marked as private, email notifications will not be sent to the customer.

6. Why would I use a private ticket?
Private tickets are useful for:

• Logging internal notes or meetings with customers.
• Tracking issues without customer involvement.
• Displaying tickets under a customer profile for reporting without exposing them to the customer.

7. Are private tickets included in reports?
Yes. Private tickets appear in all agent portal reports and views.

8. Can private tickets be converted to public later?
Yes. You can change the visibility setting to make a private ticket public if needed.

9. Do private tickets affect SLA timers or automation rules?
Yes, private tickets may still be subject to SLA and automation rules, depending on your conditions.

10. Is there a way to bulk update tickets to private?
Currently, ticket visibility is typically updated individually. For bulk actions, you can consider using macros.