Articles in this section
Category / Section

The Difference Between Private (Internal) and Public Categories

Published:

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.

Related Article:

How to Change a ticket category from Private to Public

How to Create a Private or Internal Ticket Category

Was this article useful?
Like
Dislike
Help us improve this page
Please provide feedback or comments
Comments (0)
Please  to leave a comment
Access denied
Access denied