The Difference Between Private (Internal) and Public Categories
The internal ticket category is classified into two types, namely:
- Public category – It is visible to both agents and end-users.
- Private category – It is not visible to end-users and is only visible to agents in the agent portal. Agents can create tickets with private categories. When a ticket is created with the private category, the ticket visibility is automatically changed to private.
The table below contains the differences between private and public ticket categories.
| Description | Private category | Public category |
|---|---|---|
| Category option value visibility | Visible only to agents | Visible to both agents and end-users |
| Can agents create tickets? | Yes | Yes |
| Can an end-user or customer create tickets? | No | Yes |
| Characteristics of category | The visibility of the tickets is automatically changed to private when a ticket is created using the private category. The private tickets are not listed in the customer portal. Hence, the end-user is unable to access those tickets. | Visible in both agent and customer portals. |
Ticket Visibility Outcome when Using a Private Category
Trigger
An agent creates a ticket and selects a Private category.
Result
- BoldDesk automatically sets the ticket visibility to Private.
- The ticket is not accessible to end-users and does not appear in the customer portal.
Permissions and User Experience Impact
Agents
- Can view and use Public and Private categories (based on what categories exist in the account).
- Can create tickets using Private categories, which results in Private tickets.
End-users (customers)
- Can view and use Public categories.
- Cannot view Private categories and cannot access tickets created under a private category in the customer portal.
Frequently Asked Questions
-
What is the main difference between a Public category and a Private category?
Public categories are visible to agents and end-users. Private categories are visible only to agents, and tickets created under private categories become private automatically. -
Can an agent create a ticket using a Private category?
Yes. Agents can create tickets using private categories. -
Can an end-user create a ticket using a Private category?
No. End-users cannot see or select private categories. -
What happens to ticket visibility when an agent selects a Private category?
BoldDesk automatically changes the ticket visibility to Private. -
Will tickets created with a Private category appear in the customer portal?
No. Private tickets are not listed in the customer portal, so end-users cannot access them. -
Are Public category tickets visible to end-users?
Yes. Public category tickets are visible in both the agent portal and the customer portal.
