What is difference between Public Message, Public Note and Private Note
There are three different types of messages available in the Agent Portal
- Public Reply
- Private Note
- Public Note
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.
For additional reference refer to this article.
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.
For additional reference refer to this article.
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.
For additional reference refer to this article.
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 SLAs timers | For intercommunication between teams |
