Public note vs regular reply

  • 5 October 2018
  • 2 replies

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

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. 

That approach would make the most sense. Thanks.