How to Mark a Ticket Category as Private

Categories can be marked as private to be used internally by agents. If a category is marked as private, it will not be visible in the category dropdown on the customer portal, they can only be viewed on the agent portal. Private tickets can be created under these private categories, which is particularly useful for managing internal workflows, documenting backend issues, or tracking tasks that are not intended for customer visibility.

The following are the consequences when you mark a category as private:

• It will no longer be visible in the customer portal. Therefore, customers cannot create tickets for that category while agents are able to create.
• The visibility of all the existing tickets associated with the category will be changed to private automatically and customers will not access those tickets.
• If you change the category back to public, tickets marked as private will not be reverted to public. They must be changed manually.
• The modified category will be displayed with a private label e.g Category name (Private)
• When a ticket is moved to the private category, the requester will no longer receive email notifications when updates are made on such tickets.

To set a private category, follow the given steps:

1. Go to Admin >> Fields and Forms >> Ticket fields module.
2. Locate the Category field, then click the Edit icon next to it.
3. Under the dropdown values, mark the checkbox in the private column corresponding to the selected category.
4. In the confirmation dialogue box that appears, click Yes to complete the process.

Related Articles

Creating a Internal or Private Ticket
What is the difference between private (internal) and public categories
How to Change a ticket category from Private (Internal) to Public
How to Manage Ticket Visibility