Changing a ticket comment from public to private

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All Suites | Team, Growth, Professional, Enterprise, or Enterprise Plus

Support | Team, Professional, or Enterprise

After you have submitted a ticket, you can change a public comment to private by making it an internal note. Everyone who has access to the ticket, including anyone copied on a ticket, can see public comments but only agents can see private comments.

Agents and admins can change any comments from public to private. When you change a public comment to private, you cannot make it public again. Additionally, the comment will no longer be visible to end users in tickets or the help center.

Changing a comment from public to private doesn’t work on AI agent tickets.

To make a public comment private

Open the ticket that contains the comment you want to change.

Click the Events icon to open the ticket events.

If you don't have the Agent Workspace, click Conversation in the comments section and select Events from the drop-down menu.

The ticket's events and notifications are displayed.

Under the comment you want to change, click Convert to internal note.

When a confirmation message appears, click Convert to internal note.
A new event is added to the ticket indicating that the comment was converted to an internal note.

For more information about how attachments to private comments are handled, see About adding attachments to private comments.