How to set up comments done via e-mail to be internal note

[Kinga Kubijk]

Reporter is notified by Jira every time once there is a comment added to jira done by e-mail. Is there any option to make this type of comments to be internal note not visible to customer?

We added jira in CC for internal communication to have all the information added to the ticket but we want to have it as internal note not public comment.

I know I can disable the "public comment added" under customer notification but this is not the solution for us as we still want to use "replay to customer" option. 

[Mark Segall · Accepted solution]

Hi @Kinga Kubijk - Unfortunately no.  Jira has no mechanism for distinguishing whether the email should be a public comment or internal.

I would recommend flipping the script... Instead of emailing Jira, have the agents use Jira as source of truth and set up an automation rule that emails interested parties when internal comments are posted.

[Kinga Kubijk]

Thank you!