Private Comment
🔞 ALL INFORMATION CLICK HERE 👈🏻👈🏻👈🏻
Private Comment
The best answers are voted up and rise to the top
Asked
9 years, 1 month ago
Active
5 years, 4 months ago
162 2 2 gold badges 3 3 silver badges 17 17 bronze badges
575 1 1 gold badge 7 7 silver badges 17 17 bronze badges
thanks, but how do I create such a section?
– ProfK
Dec 15 '11 at 11:04
please check my edit.
– rexposadas
Dec 15 '11 at 18:17
Thanks again, you've been very helpful, but I'm really asking how do I have a 'Private Comments' section on a post? Do I use a metabox or something?
– ProfK
Dec 16 '11 at 5:09
61.5k 11 11 gold badges 69 69 silver badges 151 151 bronze badges
The Remote Company No office location
Wikimedia Foundation, Inc. No office location
Senior Full-Stack (PHP, Node, React) Engineer (Remote)
Fullstack Developer (f/m/d) (based in Germany)
LILLYDOO GmbH Frankfurt am Main, Germany
Senior Backend PHP Engineer - Infrastructure (m/f/d)
Senior/Lead FullStack JavaScript developer
PHP Back-end Software Developer- Remote
WordPress Development
Tour
Help
Chat
Contact
Feedback
Mobile
Disable Responsiveness
Company
Stack Overflow
For Teams
Advertise With Us
Hire a Developer
Developer Jobs
About
Press
Legal
Privacy Policy
Terms of Service
Stack Exchange Network
Technology
Life / Arts
Culture / Recreation
Science
Other
WordPress is a trademark of the WordPress Foundation, registered in the US and other countries. This site is not affiliated with the WordPress Foundation in any way.
WordPress Development Stack Exchange is a question and answer site for WordPress developers and administrators. It only takes a minute to sign up.
Related to my How do I create a custom post type for a training CMS in WordPress? question, I would like to know how I can create a private comments section for a custom post type (or any post type for that matter, if possible), where these comments are only visible to their author. I am working on a training CMS and students should be able to make private study notes on the training content pages as they work through them.
Comments have an associated author to them.
In a section called "Private Comments" - Query for all comments belonging to the current post where wp_comments->comment_author_email equals the email of the current user.
Checkout the wp_comments table. It has 15 or so fields you can filter when displaying comments.
EDIT:
The code would look something like this:
You loop through the list of comments for the current post and filter by author email.
You don't need to add a metabox, just amend the code that displays the comments - the actual code you will need to replace will depend on which theme you are using.
However, please note that you should avoid comparing the comment e-mail address with the current logged-in user e-mail address as suggested above as a registered user can change their email address. This does not then change the email address used on existing comments so only comments made after their email address was changed would be displayed.
Probably better to compare user-IDs:
By clicking “Post Your Answer”, you agree to our terms of service , privacy policy and cookie policy
To subscribe to this RSS feed, copy and paste this URL into your RSS reader.
site design / logo © 2021 Stack Exchange Inc; user contributions licensed under cc by-sa . rev 2021.2.2.38474
Private comments - Meta Stack Overflow
How could I create a ' private comments ' section on a custom post type?
Understanding when email replies become public or private comments
Commenting public vs private methods | CSE 14x Unofficial Style Guide
How do I edit a private comment on an assignment in google classroom?
Understanding when email replies become public or private comments
Quick Look: Admin > Settings > Tickets > CCs and Followers
Note: This article describes the new CCs and followers experience. This experience is available to all accounts, but some accounts have the experience enabled by default and others don't .
Yes
0
No
59
Have more questions? Submit a request
Yes
1
No
Yes
1
No
Yes
1
No
Yes
0
No
Yes
0
No
Yes
0
No
Yes
1
No
Yes
0
No
Yes
0
No
Yes
0
No
Yes
0
No
Yes
1
No
Yes
0
No
Yes
0
No
Yes
0
No
Yes
1
No
Yes
0
No
Yes
1
No
Yes
1
No
Yes
0
No
Yes
0
No
Yes
0
No
Yes
2
No
Yes
2
No
Yes
3
No
"If a requester or CC replies to a ticket notification, and the requester is on the reply, the reply becomes a public comment. It doesn’t matter whether the author of the email is an end user or agent."
"If the requester replies using Reply (instead of Reply all ), the reply becomes a private comment (because the requester is on the reply) and CCs are removed from the ticket."
This whole process needs some major simplifying. Maybe one rule: "If the requester listed on the ticket is NOT on the reply, the comment becomes private ." Agent reply rules can remain the same as the were originally. This is probably too simple, but something needs to be done. I spend more time as an administrator trying to explain to my agents why their replies are public/private then I do actually improving our Zendesk instance. Emphasis on "trying to explain" because most of the time I don't understand it myself.
Maybe a Zendesk user workshop would be a good idea?
Yes
4
No
Yes
1
No
Yes
0
No
Yes
2
No
Yes
1
No
Related articles
Why are end-user comments showing up as internal notes?
Changing a ticket comment from public to private (standard agent interface)
Why is the customer's reply not changing the ticket status to open?
Using side conversations in tickets
Working with email address conflicts in ticket replies
Zendesk 1019 Market St., San Francisco, CA 94103 Privacy Policy | Terms & Conditions | System Status
This article assumes that you are using the CCs and followers experience . When using the new experience, there are a few rules that Support follows to determine whether a reply to a notification sent from email becomes a public comment or a private comment.
A private comment appears in the agent interface as an internal note . Private comments and internal notes are the same thing. This article uses the term private comment to describe these types of comments.
This article includes these sections:
For more information about using CCs and followers with email clients, see Best practices for using email clients with CCs and followers .
For a complete list of documentation about CCs and followers, see CC and followers resources .
Replies to ticket notifications sent from email become public comments in these cases:
If a requester or CC replies to a ticket notification, and the requester is on the reply, the reply becomes a public comment. It doesn’t matter whether the author of the email is an end user or agent.
If a follower replies to a ticket notification, and the ticket doesn’t already include private comments created from email, and the most recent comment on the ticket isn’t a private comment, the reply becomes a public comment.
If an agent replies, and the requester is on the reply, and Agent comments via email are public by default is enabled, the reply becomes a public comment.
Replies to ticket notifications sent from email become private comments in these cases:
If a requester or CC replies to a ticket notification, and the requester isn’t on the reply, the reply become a private comment. If the recipient of the ticket notification is a follower, and the ticket already includes private comments created from email, the reply becomes a private comment.
If the recipient of the ticket notification is a follower, and the most recent comment on the ticket is a private comment, the reply becomes a private comment.
If the person replying to the ticket notification is not currently the requester or a CC, the reply becomes a private comment. For example, this can happen if the recipient of the ticket notifications forwards the notification to someone else, and then that person replies. For more information, see Third party replies to ticket notifications (below).
If an agent replies, and the Agent comments via email are public by default is disabled, the reply becomes a private comment.
When someone replies to a ticket notification from their email client using Reply (instead of Reply all ), the reply becomes a private comment (internal note) on the ticket.
If the requester replies using Reply (instead of Reply all ), the reply becomes a public comment because the requester is on the reply. CCs are removed from the ticket.
By default, when an end user CC replies to a ticket notification using Reply (instead of Reply all ), the reply becomes a private comment on the ticket because the requester is not on the reply. CCs are not removed from the ticket. However, if the Make email comments from CCed end users public setting is enabled, the behavior changes and the reply becomes a public comment instead.
Follower replies follow the rules for followers (and the Agent comments via email are public by default setting) that were mentioned earlier in this article, regardless of whether Reply or Reply all is used.
Assignee replies follow the rules for agents (and the Agent comments via email are public by default setting) that were mentioned earlier in this article, regardless of whether Reply or Reply all is used.
In some rare cases, your end users may forward ticket notifications to a third party. A third party is someone who isn't the requester or a CC, assignee, or follower on the ticket. This scenario is not common.
If a third party replies to a ticket notification from an email client, these things happen:
A warning like this appears in the ticket interface (click the icon to expand the menu and see the message):
The reply becomes a private comment (internal note) on the ticket.
The third party is not automatically added to the ticket as a CC.
As a result, agents may need to do these things:
If the reply needs to be a public comment, then the agent must manually copy/paste the text into a public comment on their behalf.
If future replies from this person need to be public comments, then the agent needs to add them as a CC from the ticket interface.
Thank you, Amy, this guide has been exceptionally helpful!
One quick note - under 'When Replies Become a Public Comment':
This particular criteria (in bold) is identical to the first criteria for under 'When Replies Become a Private Comment'. Is this a typo in the Public Comment section? I feel like it should read 'and the requester is ON the reply' instead. Would you be able to clarify this, please?
Hi RJ—I checked with our team and you are correct.
Under “When replies become public comments,” the first bullet item should say “and the requester is on the reply.” I’ve corrected that. Thanks for pointing this out!
I understand the logic of "If a requester or CC replies to a ticket notification, and the requester isn’t on the reply, the reply become a private comment."
However, this has created a separate issue for us. When a CC makes a private comment, the "next SLA breach" counter is not reset. We use that counter to sort our queue by customer wait time. This means these tickets sink to the bottom, and it happens several times a day.
Am I out of luck? Is there no way to trigger the "next response" SLA on end-user private comments?
@Zach - Thanks for sharing this. Would you mind creating a ticket with support@zendesk.com and we can look into this. Thanks!
Thanks, Kristal. I have an open ticket (#4551210), and I've made a community post:
So if an agent, assignee or requester CCs an email address not associated with a user in Zendesk, what happens? And what happens if that non-user then replies-all either to the notification, or the original email?
If the original security concern of a third-party reply making an update to a ticket is the fact they can cc themselves to a ticket and continue to receive updates, is converting the update to private comment part necessary then? If they are unable to receive ticket responses through the cc function, is there still a security concern if the third-party update comes in as a public comment?
Nevermind - yes it is. That third party could pose as an "agent" or collaborating customer and ask the requester to click a dangerous link.
@Neil if the agent/assignee/requester CC's a new user then a profile is automatically created for that user that's CC'd. Assuming you have Enable CC's on tickets enabled under Admin>Settings>Tickets . If the CC'd user replies to the notification then that comment would then be added to the ticket as a public response. If an agent/requester were to instead forward the email without actually CC'ing the user and then that user replied, their response would show up as an internal note.
Is this a forced rollout or will we be able to stay on the old experience?
Eventually, the old experience will be removed and you will automatically be migrated over to the new CC experience. We don't have an ETA of when the old experience will be deprecated at this time.
Let me know if you have any other questions!
With our use case, there is never a need for comments to be private/internal notes. This only seems to happen when the end-user (CC'd on ticket) Uses "Reply" instead of "Reply all." I've tried to set up a trigger to send an email with the reply to the requester and all CC's on the ticket, but it hasn't seemed to work.
Shouldn't a trigger like this solve my problem?
Would the fact that I have other active triggers with somewhat similar conditions cause issues with this firing?
This completely breaks our workflow now. Agents that worked cases that are sent to development get added as followers to the ticket and the assignee is changed to a dev assignee. Now, if a customer responds to a ticket that is in the dev queue, all agent responses via email are added as internal notes instead of public notes. There's no trigger action to add the agent as a CC, only a follower.
Prior to this change an agent could reply to the email, no matter if they were a CC or follower and the comment would be public.
How can we make it so agent replies via email are always public like it used to be? I remember one of the highlights of Zendesk when it first launched was the ease of use to work tickets via email and now it seems with every change you make it harder and harder to use Zendesk in that way.
I'm wondering if you have Agent comments via email are public by default disabled under Admin>Settings>Tickets. Screenshot below:
Let me know if that doesn't resolve the issue for you.
No, it is checked so agent comments via email should be public.
I'm going to create a ticket on your behalf so our Customer Advocacy team can dig into this further and confirm what expected behavior is here.
You'll receive an email shortly stating your ticket has been created.
Can someone explain to me the reasoning behind having a CC'd user clicking "REPLY" rather than "REPLY ALL" should result in making the ticket update private?
So the reasoning is if they are on CC’s and Followers and do not include the requester in the reply email (hitting reply, instead of reply all) it will make the comment private.
Thank you Devan for the clarification but as I think the other comments suggest this doesn't actually explain why this is a good idea.
In our case if the reply comes from an agent then it should be a private comment. If the reply comes from an external email address who is cc'd (not marked as an agent and sent as reply, not reply all) then it should be public.
Along with the other requirements from fellow users above this also means that if filtering a ticket to see only public messages those comments from the cc'd external user will not appear.
I can definitely see where the confusion is and why it would be useful to have the reply show up as a public comment as well.
I'll be sure to pass this along as feedback so the product managers are aware of this roadblock.
Thanks for taking the time to share this with us!
Oh dear. This answers some questions about why so many people are missing ticket updates.
In our case, if someone updates a ticket via email, it should always and without exception be a public comment. How do I turn off these "if you reply instead of reply all it becomes private" rules?
As a result, agents may need to do these things:
If the reply needs to be a public comment, then the agent must manually copy/paste the text into a public comment on their behalf.
I'm sorry, this is incomprehensible to me. Do you have a script for this?
"Sorry Maria, our ticket portal is acting up and nobody saw your response but me for some reason. I'm recopying it here so everyone else can see." How could this possibly be an intended change?
I'm not aware of a way to change this functionality so the comment shows up publicly. It may be possible to temporarily opt out of the new CC/Follower functionality by navigating to Admin>Settings>Tickets and selecting the opt out option under CC's.
I did some additional digging on my end but was unable to find an alternative solution for you at this time.
Let me know if you have any other questions for me.
I had an embarrassing incident yesterday where an intended internal comment was made public, and based on the rules explained above, I don't understand how it happened. It should have been private.
A customer opened the ticket by email, and CC'd two employees who are not agents (members of sales).
One of these CCs replied only to our support@company address, which is the default email address for Zendesk. They removed the respondent. This should have been added to the ticket as a private comment which was what he intended by removing the repondent. But it was made public, which is not according to the rules explained above in this article.
Replies to ticket notifications sent from email become private comments in these cases:
If a requester or CC replies to a ticket notification, and the requester isn’t on the reply, the reply become a private comment. If the recipient of the ticket notification is a follower, and the ticket already includes private comments created from email, the reply becomes a private comment.
But your comment above from 7 months ago seems to contradict this:
"@Neil if the agent/assignee/requester CC's a new user then a profile is automatically created for that user that's CC'd. Assuming you have Enable CC's on tickets enabled under Admin>Settings>Tickets . If the CC'd user replies to the notification then that comment would then be added to the ticket as a public response."
In our case, the person who was CC'd was not a new user, he had been created as a user 3 months ago when he had been CC'd on some other ticket. I'm not sure why that would matter. In any case, he didn't reply all, he removed the respondent (our customer) when he replied. That should have been private, but instead it was public.
Could this be due to the fact we had Agent comments via email are public by default enabled? That shouldn't have affected this CC since he is NOT an agent, but I'm wondering if this setting has wider implications than the label suggests.
Ben Ballard I hope you get some clarity on this. They have made email replies infinitely more confusing and then the system doesn't obey by the own rules Zendesk states. We've had a few tickets open because of issues like this and it seems like every support person we've worked with has told us something different with regards to how all of this should work.
In my opinion these changes shouldn't have been made until it was thoroughly thought out and tested. It doesn't seem like it was. The implementation feels like a band-aid approach instead of doing it properly, which is why support, knowledgebase articles, and the agent interface all tell you conflicting things.
I feel like we need some kind of matrix to properly explain how it works now. There is clearly mass confusion.
Neil, my thoughts exactly on the matrix. This needs much more clarity. I feel like the article contradicts itself as well.
I tested my theory that the reply was made public because we had Agent comments via email are public by default enabled. I changed it to disabled, and asked the person to send another innocuous reply in the same way, leaving off the requester. But that one was made public also. So it's not due to that setting.
Out of curiosity, if you use #note at the beginning of the agent's email, does that then add the comment as an internal note? More information in our mail api article which I've linked for you.
Additionally, after you've disabled the Agent comments via email are public by default option, can you confirm you selected Save Tab at the bottom of the page?
I'll also create a ticket on your behalf as our Customer Advocacy team will most likely need to take a look at a couple of ticket examples.
Thanks for creating a support ticket for me. I'm hopeful we'l find the answer, and I'll share my learnings here for those who are interested.
I appreciate the #note option and other notations. We're still somewhat new to Zendesk, but over time I think my agents will learn to use things like that. But I don't expect non-agents to learn these things, and in this case the Sales guy removed the customer (respondent) from his reply, so according to this article, it should have been private anyway, but it wasn't. I'm sure Zendesk support will help me get to the bottom of it. I'm getting assisted by the product manager for email.
In my test, I did save the tab after changing the Agent comments via email are public by default setting. It didn't make any difference. But this was only a theory of mine, and the reply was not from an agent, it was from an employee who is not an agent, but was cc'd by the customer, so this setting shouldn't apply to him anyway. It was just a theory.
UPDATE: I did not have the new CC's and Followers feature enabled, so I was running with the older functionality.
I've tested the following common three scenarios independently and arrived at different results. Has this been modified since originally released?
Item's 1 and 2 disagree with your stated function rules.
Only Lingerie
Overwatch Ashe Sex
Milf Masturbate Dildo
Dj Rhiannon Nasty Bitch
Overwatch Theme
300" width="550" alt="Private Comment" title="Private Comment">14" width="550" alt="Private Comment" title="Private Comment">0)/extaudio/4/c/f/c/0698-8931-41b7-9547-4f23cdcd151d.jpg" width="550" alt="Private Comment" title="Private Comment">
