Hi,
Support should be able to switch a public note to private and vice-versa.
Thanks,
Bilel
Best answer by raghul0101
View originalChange a public note in ticket to private
Userlevel 2
+2
Hi
Greetings!
While this is something that is not possible after a note is added, we would love to know your use-case on why would you want to convert public notes to private and vice versa.
Looking forward to hearing from you.
Userlevel 2
+2
Hi
It happened that support or CSMs post a public instead of private by mistake which is visible to the customer. It’s good if we can change that before the customer sees it.
Regards,
Bilel
Hi
Apologies for the delay in response from our end.
In that case, you could go ahead and delete the public note and add a private note from inside the ticket. Here is the screenshot for your reference -
Feel free to drop a note here incase of further queries :)
+5
Deleting the message is not the ideal though, even for logging purposes and also sometimes, if a technician by mistake submits a comment as public and we notice this after the shift ended, we can’t take responsibility to delete his message and paste in a new one, since it will be recorded under someone else.
Userlevel 5
+9
- Community Manager
- 604 replies
-
16 August 2023
Hello
We totally understand your point here. Unfortunately, we do not have an option to update public note to private note or vice versa at the moment. However, we would be happy to take this as feedback to our product teams and make some noise when we bring this up as a product enhacement.
Feel free to drop a note here incase of further queries :)
Cheers!
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