Category / Section
The Difference Between Private (Internal) and Public Categories
Published:
The internal ticket category is classified into two types namely:
- Public category – It is visible to both agents and end-users.
- Private category – It is not visible to end-users and is only visible to agents in the agent portal. Agents can create tickets with private categories. When a ticket is created with the private category, the ticket visibility is automatically changed to private.
The table below contains the differences between private and public ticket categories.
| Description | Private category | Public category |
|---|---|---|
| Category option value visibility | Visible only to agents | Visible to both agents and end-users |
| Can agents create tickets? | Yes | Yes |
| Can an end-user or customer create tickets? | No | Yes |
| Characteristics of category | The visibility of the tickets is automatically changed to private when a ticket is created using the private category. The private tickets are not listed in the customer portal. Hence, the end-user is unable to access those tickets. | Visible in both agent and customer portals. |
Related Article:
