Can an email comment into Service Desk come as Intenal?

[tlesnick]

Our team CC's multiple people on an email including the Jira Service Desk email.

When this happens the ticket is created and then if someone replies all to the email chain then they'll get an email and also Jira will email them again since they are a request participant.

Is there a way we can get Jira to not email everyone in this scenario?

[Angélica Luz · Accepted solution]

Hello tlesnick,

Thank you for reaching out to Atlassian Community!

When someone is added as a participant or part of an organization if they reply to the notification, the comment will be added as public because customers don’t have permission to add internal comments.

Also, if an agent replies to a notification, the comment will also be added as public, because it's not possible to select the type of permission through the email. There is a feature suggesting improvements for that:

• Add ability to set comment via email by agents to Internal Comment

Regarding restricting notifications for some customers, I'm afraid to say that it's not possible. The notifications settings are applied to everyone on the project. If a notification is disabled, all customers will be affected.

Regards,
Angélica