What is the difference between public and private comments in Zendesk tickets?

Public comments in Zendesk tickets are designed to facilitate communication between the support team and the customer. This means that when a public comment is made, it is visible to all parties involved in the ticket, allowing the customer to keep track of the conversation and any updates about their issue.

In contrast, private comments are intended for internal use within the support team. These comments are not visible to customers and allow agents to share information, collaborate on ticket resolution, or discuss any sensitive matters without the customer’s awareness.

This distinction is crucial because it ensures that agents can communicate openly and effectively without sharing every detail with the customer. It helps maintain a fluid workflow for the support team and preserves the integrity of customer communications by avoiding any information that might be irrelevant or confusing to the customer.

The other options presented do not accurately describe the nature of public and private comments in Zendesk. Public comments are not deleted upon ticket resolution, nor are private comments visible to customers. Furthermore, private comments are not automatically archived—they simply remain as internal notes unless specifically managed by the support team.