How to make emails from service desk team go to internal notes?

[Rose Sayegh]

How can I make all emails received into an issue on JSD go directly to internal notes and not be visible by customers?

[Jack Brickey · Accepted solution]

Hi Rose, the way Jira service desk works related to emails is that if an agent or customer responds via email then it will be public. If the email comes from a JSW collaborator for the service desk project then it will be an internal comment.

[Rose Sayegh]

Thank you Jake. 

It seems that at the moment customers can see emails sent from the service desk team via the portal.  how can i prevent that? 

[Jack Brickey]

The customer will be able to see all "public" comments in the portal. They should not see "internal" comments. There isn't anyway to prevent the customer from seeing public comments in the portal and expect that is not desirable.