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Public note vs regular reply

  • October 5, 2018
  • 2 replies
  • 578 views
S
Contributor

What's the real purpose of a "Public note"? It can be seen by the ticket requester just like a regular reply from the agent. So in which case would an agent then feel the need to add a public note?


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      2 replies

      O
      Contributor
      Forum|alt.badge.img+7

      Not sure I have the answer, but when a customer adds comments it becomes a public note. Notes made by agents are normally private, but can be changed is applicable. Our agents do not create public notes. 

      S
      Contributor

      That approach would make the most sense. Thanks.

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