Ability to print ticket without internal note/comment

Hi , how would the above tag/macro/trigger work on a Closed ticket ??? you cannot edit or add anything to a closed ticket.

Still cannot believe Zendesk does not have a simple functionality to print External Comments only in year 2019. 

Initial request raised in 2014.........wow...

My workaround: assume the requester's identity and use the client portal -> My Activities to browse for and view the ticket. Then use the browser's print function. Formatting is good and only the public comments are visible.

Wow!  This thread goes back 4 years and still no native way to handle this.  SUPER surprised, Zendesk!

Hello Ginger,

I understand your frustration with this feature not being implemented. There are several reasons that a requested feature may not be added to a product, such as more pressing updates taking precedence, other things in development that may solve the problem in a different way, or potential risks outweighing potential benefits. We do read and listen to all user feedback but are not able to act on all of it.

When a request is something that we can’t prioritize in the near future, we try to offer workarounds that can serve as a stand-in for the requested functionality. This way, you have options for a solution to the issue impacting you. Our product team can’t act on every feedback request that is submitted, but they do find them all valuable in understanding the needs of our users. We hope you continue to share your perspective with us in the future and appreciate your understanding.

I've written a little javascript bookmarklet that solves this problem:

Create a new bookmark in your browser called "Hide Internal Comments (Zendesk)" and then paste the javascript below into the URL field.

javascript:(function(){let comments = document.getElementsByClassName('internal_note');for (let x = 0; x < comments.length; x++) {let comment = comments[x].parentElement.parentElement;comment.style.display = 'none'}})();

After you open a printer-friendly ticket, you can click on your new bookmarklet to hide all internal comments.

@Jeff Henderson Brilliant! Thanks for this!

Hey Jeff - 

We'd love it if you wanted to publish your answer as a new post in the User Tips & Tricks topic to make it easy for users to find. :) 

Nice Work Around @Jeff Henderson. Thats what we need.

Hi all,

I came across this thread and perused the comments, and was curious if the following app meets the need for excluding internal comments: https://www.zendesk.com/apps/support/print-ticket-history/. The added benefit with this app is that you can print multiple tickets at once! I'd be curious to know what you think. Thanks for joining in the conversation!

-Z

Hi Zac,

Thanks for your reply.

I've tried the Print Ticket History app, it's definitely moving to the right directions.

A couple of things:

- The option to 'hide private comments when printing' only shown in the setup page; ideally during the print too, so that the user can choose whether to show/hide the internal comments every time.

- The resulted PDF cannot show the image, thus it came with a bunch of URLs only

- It's good to be able to select a couple of tickets to print (and zip) at the same time

Thanks

7 years, 1 Community moderator, 3 Community Managers, 1 Product manager, far too many hacks (some are pretty ingenious but not feasible for larger or inexperienced teams), 1 terrible first-party app (you can't even search by ticket number!) and still the same old Zendesk excuses of "roadmaps, votes and just hack it".

@nicole17 @devan @zac13 any update at all? 

@Adi Schnall is this acceptable to you? 

We really need the ability to select if we want to print all ticket comments, or just the public ones.

The nature of our customer interactions, we sometimes need to show proof of a previous email trail (where the ticket may be closed), so being able to just show the public replies would be extremely helpful.

I'm surprise to see this issue has been raised by so many over several years without being resolved.

Hopefully this one is implemented soon.

Any update on this? Should be a basic feature of printing.

+1 It would be nice to have a "Print Configuration window" every time that someone print a ticket where you can select easily witch component you would like to add on the Ticket Printing (ex. Tag, Custom Field, SLA, Private Note, etc.).

Kinda shocked Zendesk hasn't made this easier, but thank you to Markus and Johannes for your workarounds -- especially Markus as this works on a closed ticket! 

Yes please. We definitely need this.

Saw the bookmarklet above and wanted to say thank you for this workaround! Would it be possible to expand the script to hide the agents' names on the ticket? Thank you!

Any update here? Or a clean workaround?

Hello Zendesk Support,

we would definitely need a native embedded functionality to print as pdf not only one ticket at a time but also for example the tickets of one customer for one month at a time - of course with the possiblity to hide private/internal comments. 

The App "Ticket PDF Download" from the marketplace brings a lot of helpful functionality on filtering, etc. but for example the layout with the header is not as good as the native Zendesk functionality. Also the embedded screenhots are not included in the printout and the comments are presented in justified text and moved together. 

So who will help us with a comprehensive solution which enables the user to print tickets as pdf - selecting several at one time by tags, etc... and with the possiblity to choose which information and fields are included in the printout? Of course the layout has to appear in a form suitable and appealing for printout.

Thank you very much for your help!

Best regards

Lutz

Agreed. it would also be helpful if all the header information (especially ‘Priority’) could be excluded.

We sometimes need to send a copy of a ticket to a client when they get upset at us months or years later about information we already provided previously. Showing our internal discussion and the fact that their ticket is considered ‘Low’ priority would be in appropriate, so we have to take screenshots instead which look much less professional.

You can use the following tampermonkey script:

// ==UserScript==
// @name         Remove Internal Note Comments
// @namespace    https://*.zendesk.com/
// @version      1.0
// @description  Removes any comments that are internal notes on Zendesk ticket print pages
// @author       Benjamin Dietrich
// @match        https://*.zendesk.com/tickets/*/print
// @icon         https://d1eipm3vz40hy0.cloudfront.net/images/logos/favicons/favicon.ico
// @grant        none
// ==/UserScript==

(function() {
    'use strict';

    // Select all comment divs
    const comments = document.querySelectorAll('div.comment');

    comments.forEach(comment => {
        // Check if this comment contains a div.mast with a span.internal_note
        const mast = comment.querySelector('div.mast');
        if (mast) {
            const internalNote = mast.querySelector('span.internal_note');
            if (internalNote && internalNote.textContent.trim() === 'Internal note') {
                // If it does, remove the entire comment div
                comment.remove();
            }
        }
    });
})();

+1 I'm trying to revive this topic and maybe it's now relevant enough to add this feature 10 years later.