I believe only other agents are able to see “private” comments.

@Jim.Sch is correct.

One this to note, if you reply to the comment address by email, the comment is make public.

Awesome! Thanks for clarifying! I was thinking that, but wanted to make sure! 

@dbindschusz Thank you for submitting your question into our community! 

@Jim.Sch and @davecarty Shout out to y’all! Great job answering quickly and correctly. We love seeing our community members help each other! 

Hello, I have a related question to this, is it possible to give permissions to read "private" comments to non-agents through permissions? Does "view" ticket permissions give access to whoever has the permission to read "private" comments?

@KLara 6634251 buhsd When a comment is marked “not visible to requestor”, iiQ admins and agents can see the comment within the ticket. The permission for that is based on the role. 

With the addition of enhanced permissions, I am trying to add staff with a limited view to see and work on some tickets. But, since they are not agents does that mean that they cannot make comments that are not visible to the requestor? Is there any way to grant this permission to non-agents?

​@BLo 80af47 stancoe 

When leaving a comment, the “visible to requestor” toggle is still tied to the user's role. So, this toggle will only show for an Agent or Admin role. 

​@Hannah Bailey Thank you for your reply. Are there any plans to add the “visible to requestor” toggle as an enhanced permission feature?

At this point, the only way to limit an agent’s view to specific tickets is by limiting the location of the ticket, is that correct? 

​@BLo 80af47 stancoe I can follow up on this with our Product Team. At the moment, it looks like a function we missed when adjusting the roles with permissions. 

As for your second question, yes the only way to adjust that is per location. 

I hope this helps!