There are two layers of visibility on a ticket – the ticket level, and the action level.
Typically, a ticket which is visible to customers will have a mix of visible and non visible actions. Non visible actions are great for internal notes to yourself, or another TeamSupport user. A ticket which is not visible to customers is typically an internal ticket which would have all non visible actions. While it is allowed, it is not typical to have a visible action on a non-visible ticket.
Here are some notes on system behavior regarding ticket visibility:
When a ticket is visible:
- Associated customers will be able to see the ticket and any visible actions on the Customer Hub
- Associated customers will receive emails when a visible action is posted and (optionally) when the ticket status is updated. The latter is controlled by an admin setting called “Disable ticket status update emails”.
- If the ticket is a Knowledge Base article (and also taking into account any product associations), all customers will have access to the ticket from the Customer Hub.
When an action on a ticket is marked visible on a visible ticket:
- Associated customers will be able to see the action on the Customer Hub
- Associated customers will receive an email containing the action
Ticket and Action visibility are easily changed from the ticket detail window. You can also automatically change a ticket and action visibility using Ticket Automation.
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