Could we have tickets default to “Hide” when they’re created by an Administrator or at least an automation rule to allow this? A LOT of tickets we don’t want customer’s to see and forgetting to tick the “hide” box happens far too frequently. A warning message when a hidden ticket note or reply is sent to a non Administrator would be good too.
Hello,
Unfortunately, you don’t always need to create a hidden ticket. Our sales, pre-sales frequently create tickets instead of clients, and most of them must be visible to the clients.
Regarding the automation - I would suggest creating a form for admins where they can create a ticket an internal ticket and the form will use our API, where you can hard-code and set the hidden turned on by default.
Lastly, regarding a warning, it’s a bit unclear. The system doesn’t send notifications to customers if the ticket a hidden.
Thank you