Private Tickets

Private Tickets

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Zendesk help

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Using Support ticketing system

Tickets

Enabling and disabling private ticket creation

Note: Accounts created before April 8, 2017 include an option to enable or disable private ticket creation. Accounts created after that date do not include the option.

The end-user is not notified that a ticket has been created on their behalf.
Private tickets do not show up in the end-user's My Activities list, or in Help Center searches.

Note: This option only appears in accounts created before April 8, 2017.

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Hi Niki, Yes, this is possible as long as the option "Agent comments on all tickets are public by default" is enabled, the Public reply option should be selected by default. Agents must use the channel switcher to create private ticket on behalf of the requester or end-user. I hope this helps! Thanks!

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Related articles

Creating a ticket on behalf of the requester

Switching among Zendesk products

Configuring CC and follower permissions

Private ticket groups overview and FAQ

Trigger conditions and actions reference

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Private tickets are, for the most part, regular tickets with no public content—all comments are private comments, meaning they appear on the Internal only tab. When a private ticket is created for an end-user:
For information about using private tickets, see Creating a private ticket for an end-user .
Some triggers and automations send email when tickets are created. While private comments are never sent out in email notifications, some of these rules may still cause an email to be sent as part of a private ticket. You may want to take some time to prepare your business rules before starting to use this feature. For more information, see Adjusting your business rules to handle private tickets .
To enable or disable private ticket creation
When private ticket creation is enabled, comments on new tickets created by an agent become private comments (internal notes) by default, as do all subsequent comments, until a public reply is made.
If new agent-created tickets do not default private comments, sign out of your account and then sign back in.
If your account was created after this date, your account doesn't include the option, and this article doesn't apply to you; please see Creating a private ticket for an end-user instead.
If you go to that article, it states:
Private ticket creation must be enabled before an agent can use it. You must have administrator privileges to enable this feature. See Enabling private ticket creation.
Which then brings you back to this page, i.e. a circular reference.
So how do I enable private ticket creation for my newer instance?
Is there a way to enable private ticket creation, but still have Public Reply be the default?
Muscle memory of creating and answering so many tickets can mean agents pay less attention to detail. Obviously, this could create issues if one is made but it's meant to be the other.
Thank you, Gabriel. The article made it seem like that would be overridden.
When private ticket creation is enabled, comments on new tickets created by an agent become private comments (internal notes) by default, as do all subsequent comments, until a public reply is made.
But I guess by checking the public default option, it overrides the override.
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Thank you for visiting. You can now buy me a coffee!
I know that this is a hot topic and a bone of contention with every motorist, so here are my top tips on how you can get private parking tickets cancelled.
This is an unregulated industry that revolves around contract law with nearly 7m speculative invoices issued each year. It is estimated that up to 8.6m motorists will be hit with a private parking ticket in 2019, which is a 20% increase on the previous year meaning you have a 1 in 4 chance of being caught out.
I call them ‘speculative invoices’ because that is what they are. They are not official parking tickets – they are invoices for an alleged breach of contract for entering private land.
These blogs all form part of the bigger picture for you to deal with this largely unregulated and growing menace.
The key weapon in your arsenal is to avoid the ticket company and go straight to the landowner. For example, if you get a ticket while parking at Morrison’s, you should complain to Morrison’s direct.
If you know who the landowner is, contact them and they will often cancel the ticket for you. They don’t want the bad publicity, complaints, adverse press coverage and negative online reviews.
Asda will cancel parking tickets within 24 hours and Aldi and Lidl are also good at cancelling tickets.
Ignore the time conditions on the ticket about discounts in settling it straight away. Do not rush in to doing anything and forget about the discount.
If you enter in to correspondence with the parking ticket company, always refer to the ‘keeper’ of the car and never the actual owner. Never say ‘I’ or ‘we’. This empowers you on the negotiations.
There is no Keeper Liability in Northern Ireland and Scotland. This means that only the driver is liable.
Keeper Liability allows proceedings against the registered keeper when the creditor (usually the landowner or their agent the parking operator) does not know who the driver was at the time of the parking incident.
Never reveal who the driver of the car was. Do not ring the parking ticket company and reveal that you were driving the car. Wait until a ticket arrives in the post. It is always best practice not to reveal your details.
This does not apply to lease cars or penalty charges in railway car parks though. So, if your car is on a PCP plan, bear that in mind as it is effectively on a lease agreement.
You may need professional help here. However, the clock can be reset by looking at legal precedents such as Ferguson v British Gas in 2010.
Illegal parking on private land is an issue faced by landowners and the public, which few people understand.
I have released a new pocket guide book so you are armed with the tools to deal with these scourges, simply because nobody else has and I often get asked about it.
I have done the hard work so you don’t have to!

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