Turning on private ticket creation

<body>
<div class="article-banners">
<div id="docs-wmp-link">
<a href="https://support.zendesk.com/hc/en-us/articles/5411234991258-plan" rel="noopener" target="_blank">What's my plan?</a>
</div>
<div class="article-banner" id="suite_all">
<table>
<tbody>
<tr>
<td>
<strong>All Suites</strong>
</td>
<td>Team, Growth, Professional, Enterprise, or Enterprise Plus</td>
</tr>
</tbody>
</table>
</div>
<div class="article-banner" id="support_all">
<table>
<tbody>
<tr>
<td>
<strong>Support</strong>
</td>
<td>Team, Professional, or Enterprise</td>
</tr>
</tbody>
</table>
</div>
</div>
<div id="docs-ai-summary">
<p id="docs-ai-summary-toggle">
Verified AI summary <span id="up-triangle">◀</span><span id="down-triangle">▼</span>
</p>
<p id="docs-ai-summary-content">
Enable private ticket creation to keep ticket details internal, ensuring
end users aren't notified or able to view these tickets. This feature
is available for accounts created before April 8, 2017. You can turn
this option on or off in the settings, making initial and subsequent
comments private by default until a public reply is made. Private tickets
cannot be created via email.
</p>
</div>
<div class="body">
<div class="note attention">
<span class="attentiontitle"></span> This article applies to accounts created before April 8, 2017, which include
an option to turn on or turn off <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882462618#topic_q5c_ztz_y2b" target="_blank">private ticket creation</a>. Accounts created after that
date do not include this option.</div>
<p class="p">Private tickets are, for the most part, regular tickets with no public content—all comments
are private comments. When a private ticket is created for an end user:</p>
<div class="p">
<ul class="ul">
<li class="li">The end user is not notified that a ticket has been created on their behalf.</li>
<li class="li">Private tickets do not appear in the end user's My Requests list or help center
searches.</li>
</ul>
</div>
<p class="p">You can create a private ticket in Agent Workspace or with the <a class="xref" href="https://developer.zendesk.com/api-reference/ticketing/tickets/tickets/" target="_blank">Tickets API</a>. Private tickets cannot be created through an inbound
email message.</p>
<p class="p">For information about using private tickets, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882462618#topic_q5c_ztz_y2b" target="_blank">Creating a private ticket for an end user</a>.</p>
<p class="p"><strong class="ph b">To turn on or turn off private ticket creation</strong></p>
<div class="p">
<ol class="ol" id="topic_zlf_ksp_cz__ol_t2w_x53_1z">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_zlf_ksp_cz__d7e1622" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_objects_rules_icon.png">
<strong class="ph b">Objects and rules</strong> in the sidebar, then select <strong class="ph b">Tickets &gt; Settings</strong>.</span></li>
<li class="li">Click <strong class="ph b">Comment options for agents</strong> to expand it.</li>
<li class="li">Select or clear the <strong class="ph b">Allow first comment on tickets to be private</strong> checkbox.</li>
<li class="li">Scroll to the bottom of the page and click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
<p class="p">When private ticket creation is enabled, comments on new tickets created by an agent become
private comments (internal notes) by default, as do all subsequent comments, until a public
reply is made. If new agent-created tickets do not default to private comments, sign out of
your account and then sign back in.</p>
<p class="p"><img class="image img-screenshot" id="topic_zlf_ksp_cz__image_ypw_mtz_y2b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/private_ticket_new2.png" width="600"></p>
</div>
<script id="ai-summary-script">
//<![CDATA[
const ai_summary_style = document.createElement('style');
ai_summary_style.innerHTML = `#styled-article-body{padding:0 0 0}#article-body #docs-ai-summary{background-color:#f3f3f3;border:1px solid #d3d3d3;padding:10px 10px 6px;margin-bottom:16px}#article-body #docs-ai-summary #docs-ai-summary-toggle{font-size:.9em;font-weight:700;margin-bottom:4px;cursor:pointer;display:flex;justify-content:space-between;align-items:center}#article-body #docs-ai-summary #docs-ai-summary-toggle #up-triangle{margin-left:auto;padding-right:10px;display:none}#article-body #docs-ai-summary #docs-ai-summary-toggle #down-triangle{margin-left:auto;padding-right:10px}#article-body #docs-ai-summary #docs-ai-summary-content{font-size:.9em;padding-left:25px;padding-right:25px;margin-bottom:12px}`;
document.head.appendChild(ai_summary_style);

const toggleAISummary = () => {
const summary = document.getElementById("docs-ai-summary-content");
const upTriangle = document.getElementById("up-triangle");
const downTriangle = document.getElementById("down-triangle");
if (summary.style.display === "none") {
summary.style.display = "block";
upTriangle.style.display = "none";
downTriangle.style.display = "inline";
} else {
summary.style.display = "none";
upTriangle.style.display = "inline";
downTriangle.style.display = "none";
}
};

document.getElementById("docs-ai-summary-toggle").addEventListener("click", toggleAISummary);
//]]>
</script>
</body>