> Source: https://builder-docs.ema.ai/agent-reference/core/mark-as-public-response
> Title: Mark as Public Response Agent

# Mark as Public Response Agent

The Mark as Public Response agent signals that a support response should be published publicly to the end user. It does not perform the publish action itself; instead, it outputs a boolean flag for downstream ticketing systems (e.g., Zendesk, Freshworks, ServiceNow) to determine visibility.

## Use Cases

-   Publish AI-generated replies as **public comments** to customers when criteria are met.
-   Automatically post public responses for **specific categories** (e.g., password resets, FAQs).
-   Route **visibility rules** in ticketing workflows without custom scripting.
-   Convert an internal draft to a **public customer-facing response** when confidence is high.
-   Standardize how visibility is decided across **multiple ticketing platforms**.

## Inputs

None.

## Outputs

Output

Type

Description

`should_publish_publicly`

Boolean

Flag indicating the response should be public. Downstream ticketing connectors consume this flag to publish the reply as a customer-visible comment rather than an internal note.

## Configurations

None. Place this agent behind trigger conditions on specific ticket categories that should allow public responses, and map the `should_publish_publicly` output to the "Public Response" output of your Agent Assist workflow.

## How to Use This Agent

```
ticket_trigger -> knowledge_search -> respond_using_search_results -> mark_as_public_response(true) -> workflow_output
```

## Related Agents

-   [Send Email](/legacy-docs/agent-reference/core/send-email) -- for sending responses via email rather than ticket comments.
-   [Human Collaboration](/legacy-docs/agent-reference/core/human-collaboration) -- for routing to a human reviewer before publishing.