Understanding Public Reply, Public Note and Private Note in BoldDesk
In BoldDesk, agents communicate on tickets using three message types: Public Reply, Public Note, and Private Note, each designed for a different purpose and visibility level.
Use Public Reply when you need to respond directly to the customer (customer‑visible on non‑private tickets and treated as a formal reply); use Public Note when you want to post a customer‑visible update without affecting SLA timers; and use Private Note for internal team communication that customers cannot see.
This article explains when to use each message type and includes a quick comparison so agents can choose the correct option for the intended outcome (customer visibility, SLA impact, and internal coordination).
Public Reply
This option is used to reply to customers. Any comment posted here will be visible to the customer if the ticket is not private. Learn more on How to Reply to Tickets and Format Responses in BoldDesk.
Public Note
This option can be used to add a note message which will be visible to customers. Agents can update additional note messages if they want to notify customers. Adding public notes will not affect SLAs. Learn more on How to Add Public Notes to a Ticket.
Private Note
This option is used for adding an internal note for intercommunication between teams. Notes added are not visible to customers. These are only visible in the agent portal. Learn more on How to Add Private Notes to Tickets in BoldDesk.
Messages Comparison
Difference between Public Message, Public Note, and Private Note
| Cases | Public Reply | Public Note | Private Note |
|---|---|---|---|
| Visible to Customer | Yes | Yes | No |
| Affects SLA Timers | Yes | No | No |
| Option available for customers | Yes | No | No |
| Use Case | In general, to reply to customers use this option | For adding additional note messages to notify customers, but without affecting SLA timers | For intercommunication between teams |
- BoldDesk does not support hiding or suppressing specific sections within a single customer-facing reply. If an agent includes content in a Public Reply/Public Note, that content is delivered to the requester (and may also trigger notifications, depending on your setup).
- There is no specific limit on the number of public replies or private notes that can be added to a ticket in BoldDesk. You can continue adding public and private comments to a ticket as needed throughout its lifecycle.
Frequently Asked Questions
-
What ticket message types are available to agents in the Agent Portal?
Agents can use Public Reply, Public Note, and Private Note. -
When should an agent use Public Reply?
Use Public Reply to respond directly to the customer. Public Reply is customer-visible for non-private tickets and affects SLA timers. -
When should an agent use Public Note, and does it affect SLAs?
Use Public Note to provide a customer-visible update without treating it as a formal reply. Public Note does not affect SLA timers. -
When should an agent use Private Note?
Use Private Note for internal communication between teams. Customers cannot see Private Notes. -
Can customers post Public Notes or Private Notes?
No. Customers can post only Public Replies. Public Notes and Private Notes are agent-only. -
Can an agent hide part of a Public Reply from the customer?
No. BoldDesk does not support selectively hiding sections within a customer-visible message. Any content included in a Public Reply or Public Note is customer visible. -
Is there a limit to how many replies or notes can be added to a ticket?
No, there is no defined specific limit. Agents can add Public Replies, Public Notes, and Private Notes as needed over the ticket lifecycle.
