Agents can create Private Tickets in the Agent Portal for internal tracking and collaboration. Private Tickets are visible only to agents, do not appear in the Customer Portal, and do not send notifications to customers. They can still be associated with a customer for reporting and record-keeping purposes.

Key Purpose:
Create and manage customer-related records internally without making the ticket visible to the customer or sending notifications.

Check out this video for more details.

Prerequisites

Before creating or managing Private Tickets, ensure that:

• You have access to the Agent Portal.
• Your agent role includes permission to Create tickets via Agent Portal.
• Your agent role includes permission to edit other field if you need to change ticket visibility after creation.
• You have access to the appropriate brand, group, or department where the ticket will be created.

For more information, learn more on Managing Agent Roles and Permissions in BoldDesk.

What Is a Private Ticket?

A private ticket in BoldDesk is a support ticket that:

• Is visible only to internal agents.
• Does not appear in the customer portal.
• Suppresses email notifications to the customer. 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.

Why Use Private Tickets?

Common use cases include:

• Logging call notes or meeting details with customers.
• Displaying tickets under a customer profile for reporting without customer visibility.
• Tracking internal actions or follow-ups for customer issues without involving the customer.

How to Create a Private Ticket

1. Navigate to the Agent Portal.

2. While creating a ticket, select the checkbox Mark this ticket private.
   

   
   
   

3. Save the ticket. It will now be hidden from the customer portal.

How to Change Ticket Visibility

• Open the ticket details page.

• Locate the ticket visibility field.

• Change the value to Private or Public as needed.
  

  
  
  

Frequently Asked Questions

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.

11. How can I disable customer notifications for one ticket?
    To prevent responses after ticket creation, change the ticket visibility from Public to Private. Private tickets are visible only to the internal team, and no notifications are sent to the requester. Optionally, you can check the option “Don’t send notifications” every time a ticket update is done.

Related Articles

1. How to Change a ticket category from Private to Public
2. How to Mark a Ticket Category as Private
3. How to Manage Ticket Visibility