You can set a ticket category as Private in the following ways:
- When creating a ticket, the ticket category can be set to private.
- For existing tickets, the ticket category can be set to private.
How to set a ticket’s category as private while creating a new ticket.
Follow the given steps to set ticket’s category as private:
- Go to the Create Ticket page.
- Navigate to the Category field and select the Private option.
- A note/message will appear below the Category field to indicate that the ticket will be created as private and will not be visible to the customer.
- Click the Create button.

Note the following while setting a ticket category as private:
- When you select the Private Category option, the Ticket Visibility option is also automatically set to Private and Disabled.
- A Private chip is shown in the Create Ticket header to indicate that it is a private ticket.
To know more about how to create a private category, please refer to this article.
How to set a ticket’s category as private for the existing tickets.
To set ticket’s category as private for the existing tickets, follow the given steps:
- Go to the Ticket Profile page.
- Navigate to the Category field and select the Private option.
- To make a ticket category private, click the Update button.

- A confirmation dialog will appear. Click the Yes button.

Note: When a ticket is mapped to the private category, you cannot change ticket visibility to public.
Consequences of marking a category as private
The following are the consequences of marking a category as private:
- When you mark a category as private, it will no longer be visible in the customer portal. Therefore, the customers will be unable to create tickets with the private category; only agents will be able to do so.
- The visibility of all existing tickets associated with the private category will be changed to private automatically. Customers will be unable to access those tickets.
- If you try to change the category back to Public, existing tickets marked Private will not be reverted. It must be changed manually.