Overview
Public Tickets allow customers to view tickets created by other customers. This can help reduce duplicate tickets by letting customers find existing discussions and solutions.
By default, Public Tickets are disabled.
Where to Find
Go to: Support → Settings → Miscellaneous → Advanced
How It Works
When Public Tickets are enabled, customers can view tickets created by other customers. Tickets created by support agents are never displayed publicly.
You can also choose whether customers are allowed to reply to public tickets. This setting is disabled by default.
These settings do not affect support agents. Agents continue to access tickets according to their assigned roles and permissions.
Step-by-Step Guide
- Go to Support → Settings → Miscellaneous → Advanced.
- Enable the Public Mode option.
- (Optional) Enable Allow Others to Reply to Public Tickets if you want customers to reply to public tickets.
- Click Submit to save the changes.
Options / Settings
Public Mode: When enabled, customers can view tickets created by other customers. Tickets created by support agents are not displayed publicly.
Allow Others to Reply to Public Tickets: When enabled, customers can reply to public tickets created by other customers. When disabled, customers can only view public tickets without replying.
Example
Suppose a customer reports an issue that other customers are also experiencing.
By enabling Public Mode, other customers can view the existing ticket instead of creating duplicate tickets. If Allow Others to Reply to Public Tickets is also enabled, they can join the discussion by posting replies.
Notes / Tips
- Public Tickets are disabled by default.
- Tickets created by support agents are never visible to customers through Public Mode.
- Support agents are not affected by this setting and continue to access tickets based on their assigned permissions.
- Enable customer replies only if you want customers to collaborate on public discussions.