Removing label notifications and visibility for customers

[George Bliss]

We want to use labels to categorize tickets internally however we do not want the customer being notified or having access to these labels.

Is there a way of doing this? Thanks.

[Jack Brickey · Accepted solution]

You should certainly be able to exclude the field. In fact it is rare that it would even be included. If you go to each Request type and edit the form you can remove Labels from the form thus hiding from customer.

[George Bliss]

Hi Jack,

Thanks for your reply. We don't want to remove labels from the form as we want to use them 😀. I just want to know if the customer will be notified or will see this feature on tickets? Thanks.

[Jack Brickey]

So the Customer Form is separate from agents screen. If you want your agents to use labels then just add Labels to the screen. If you don't want labels to be seen by customer then remove from Request form. Maybe I'm missing your point?

[George Bliss]

Hi Jack,

Thank you very much for your response. I have now had my "Ah haa" moment. We have our "labels" field in the agent view and not on the request form. As long as the customer cannot see or get's notified from when we input this, I am happy 😀

All the best,

George

[Jack Brickey]

Awesome! Glad to help.