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FAQ - Private or Internal Tickets

Find answers for the most Frequently Asked Questions

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How can I create a private/internal ticket?

Only agents have an option to create private/internal tickets using Agent Portal. At the time of ticket creation, enable the “Mark ticket as private” checkbox.

create-private-internal-tickets

Will the customer receive an email if I add a customer or contact email address in CC in a private ticket?

An email notification for any case will not be sent to the customer/contact for a private ticket.