Private comments are used when agents need to add internal context: explaining a decision to a colleague, noting a customer’s previous complaints, providing instructions to the next agent who picks up the ticket, or escalating internally with details that should not be shared with the customer.
Customers viewing the ticket in the customer portal see only public replies. Private comments are hidden from this view. In the agent interface, private comments appear with a distinct visual indicator (typically a different background colour or a lock icon) to distinguish them from public replies.
Light agents in Zoho Desk can add private comments but cannot send public replies. This makes private comments the primary communication tool for light agents, allowing them to contribute context, approvals, or instructions without directly engaging the customer.
A private comment is an internal note added to a ticket visible only to agents. It allows team members to share context, escalation notes, and coordination details within the ticket without the customer seeing them.
No. Private comments are hidden from customers in the portal and in email replies. Only agents and internal users with access to the ticket can see private comments.
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