E-mail to non reporter

[Brian Zelchau Lykke]

Eg. reporter A has created a ticket. I (Agent) have to ask somebody else via e-mail about the ticket without letting A know. Is there a way to do that?

Normally I could add participants but then A will know. I would like to add the communication as a Internal note = hidden from reporter.

[Jack Brickey]

Not OOTB. There are addon solutions e.g. JETI, JEMH.

well actually there is sort of an OOTB method. Automation allows you to send an email to a specific individual that doesn't result in a comment in the issue. However I can't imagine a solution that would make a lot of sense here. With that said maybe there's a path do use automation for your needs.