Zendesk does not have the ability to print ticket threads without the internal notes. Even if you filter by only public conversations and click the Print ticket action, the generated output will still contain internal comments.
Sometimes there is a need to print ticket threads to share the content with the customers or for documentation purposes.
An easy way of cleaning up the HTML DOM output is by using a javascript bookmarklet to do it.
Add page...Remove Zendesk Internal Notesjavascript:(function(){document.getElementById('ccs').remove();document.getElementById('fields').remove();document.getElementById('custom_fields').remove();const list=document.querySelectorAll('#comments > .comment');for(let item of list){const commentChildren=item.children;const mastElement=[].filter.call(commentChildren,element=>[].includes.call(element.classList,'mast'))[0];const mastChildren=mastElement.children;const internalNoteElement=[].filter.call(mastChildren,element=>[].includes.call(element.classList,'internal_note'))[0];if(typeof internalNoteElement!=='undefined'){item.remove()}}})();
To use the bookmarklet, go to any ticket and click Print ticket. That will bring you to a new page with the print dialog opened. Cancel the print dialog and click the Remove Zendesk Internal Notes bookmark to remove the internal notes. Please verify that the content you want removed has been actually removed. You can then print to paper or save as a PDF
javascript:(function(){
// Remove the cc section
document.getElementById('ccs').remove();
// Remove the fields section
document.getElementById('fields').remove();
// Remove the custom fields section
document.getElementById('custom_fields').remove();
// Select all comments
const list = document.querySelectorAll('#comments > .comment');
for (let item of list) {
// Select the children elements of the comments
const commentChildren = item.children;
// Pull out the mast element specifically
const mastElement = [].filter.call(
commentChildren, element => [].includes.call(element.classList, 'mast')
)[0];
// Select the children elements of the mast element
const mastChildren = mastElement.children;
// Pull out the internal_note element
const internalNoteElement = [].filter.call(
mastChildren, element => [].includes.call(element.classList, 'internal_note')
)[0];
// If the internal note element exists, we remove the main comment
if (typeof internalNoteElement !== 'undefined') {
item.remove();
}
}
})();