Private ticket

I'd like to bump this feature request up again. It would be very useful to create private tickets that are invisible to the requestor but still listed at the agent's views under the requestor. Agent's could add notes on the ticket as usual, but no requestor notifications would be sent or the ticket listed on customer's portal (or API).

Ville

Hey guys,

This is currently not possible in Freshdesk. You can create a "private" ticket - use the new ticket form to record your interactions with a requestor and then hit 'Save and Close' to make sure that a notification doesn't go out to the user, agents can even add notes to this closed ticket and the requestor won't be notified - but the ticket will still be visible to the user(in the All Tickets view) when they login to the customer portal which kind of defeats the point. You can also create a ticket with the agent as the requestor and jot down everything you need to remember but I think that's a poor workaround. I'll make sure to pass on your comments to our Product Managers and keep you guys posted in case of any updates. 

I would absolutely +1 this. We're struggling to stop our users from putting passwords into tickets and at the moment the only thing we can do is delete the ticket, which loses the record. We'd rather keep the record but mark it private so only designated helpdesk users/admins can see it.

Hi Klaus,

I guess you're looking for more information on how to make a ticket private.It involves a webhook setup through Observer to append the word '#private' to the ticket subject. Once this is done, we can use the portal customisation feature to hide the tickets tagged with this keyword across the portal ( Search, list view of tickets, etc ) 

Cheers!

Hello Klaus,

Let me split the setup into three sections : Field creation, Webhook setup, Portal customisation

1. Field creation:

You can create a new custom checkbox field named "Private ticket" under Admin -> Ticket fields section. 

Now, the expectation is that when the agents select this field, the ticket would remain private ie. accessible only by the agents

2.Webhook setup:

To achieve this, please navigate to Admin -> Observer rule and setup a rule similar to the one described below : 

When any of these events occur -> Private ticket is Checked

And the events are performed by -> Agents

Actions -> Trigger Webhook

You'd have to make a PUT request call to update the ticket subject -> You can refer to the API documentation here. You can construct the params in a way that the subject is updated with the word #private. 

"subject":"{{ticket.subject}} #private"

3.Portal customisation:

Now that we have setup the field and the webhook rule to update the ticket subject, we need to hide these tickets from showing up on the portal. You can achieve this only if you're on the Estate or Forest plan.

Navigate to Admin --> Portals --> Customize portal --> Paste the code in ticket list view page

<script>
jQuery(document).ready(function(){
  function hide_private(){
    jQuery(".c-row.c-ticket-row:contains('#private')").hide();
  }
  setInterval(hide_private,200);
});

</script> 

Navigate to ticket details page on the portal pages and paste the below script:

<script type="text/javascript">
 jQuery(document).ready(function(){
if( jQuery('#helpdesk_ticket_custom_field_testing_checkbox_396430').prop("checked")){
  jQuery(".c-wrapper").hide();
}
 });
</script>

Note : Replace the highlighted text with the custom field created on the helpdesk

Cheers!

Rebecca,

I'll have one of our support heroes to reach out to you and help you set this up.

Cheers!