Change the visibility of part of an answer

[RobOwen1990]

Zammad Version: .5.0-1603788665

This might be a feature request, or there might already be a way to do it.

I’d like to make part of a knowledge base answer private (visible to agents only) and leave the rest as accessible to customers and agents.

Use case: We’d like to include “internal notes” to each answer - this will allow agents add their thoughts, and read others agents notes. We don’t want the clients to see this though

[MrGeneration]

@RobOwen1990

This might be a feature request, or there might already be a way to do it.

It indeed is.
Sounds very edgy through.

@RobOwen1990

Use case: We’d like to include “internal notes” to each answer - this will allow agents add their thoughts, and read others agents notes. We don’t want the clients to see this though

A useful workaround could be to link tickets.
This is an internal information your customers can’t see and can contain internal communication only.

[RobOwen1990]

Thanks, yes that would work.

The solution we actually went for for now is to have a second answer, same title with [INTERNAL] tagged on the end. We set that to internal so clients won’t be able to see it