Apparently, having a different profile is not good enough as a workaround since private updates sent by the user himself will still be visible.

The only possibility I'm thinking right now is to create a completely different user account just for this purpose so no private communication is visible.

Hello Curtis,

It's a customer meeting where a technician is discussing the open tickets with the customer.

Doing impersonation is not an option since the technician doesn't have that ability.

As a workaround we are going to duplicate the technician profile but without the permission to see the private information on the tickets.

It's not the most elegant solution since we will have an additional profile to manage, but it will work.

Having a button somewhere to toggle the private information visibility would be better in my opinion.