Internal Comments being received by Customers via email

[Susan Sherrick]

Hello,

It appears since the new view was put into place, Customers are receiving email notifications containing Internal Comments in a ticket.  Customers cannot see the Internal Comments via the portal, but they are receiving the comments via email.  How do we turn this off?

TIA,

Sue

[Jack Brickey]

I wonder if there is some automation involved here?

[Susan Sherrick]

Hi Jack - thanks for responding.  We do have automations setup, but they are unchanged and this appears to be a new issue.  Is it your experience that your Customers are NOT receiving the email notifications for Internal Comments?

Thanks,
Sue

[Susan Sherrick]

Jack - it appears this may have been a User error with one of our Staff.  A comment was edited, but we cannot tell if it was changed from internal to external comment.  Is there a way to see if that is the case?

[Jack Brickey]

I have never experienced this. Regarding your automations are you saying that there are automations sending emails to your customers? If so, unchanged or otherwise, I would carefully inspect that as the cause. The only other explanation would be that the customer actually has browse permissions in the project. 

[Jack Brickey]

Internal comments are yellow when looking at the detailed issue view. 

[Susan Sherrick]

yes, but is there a way to find out if an external comment was changed to internal?

[Jack Brickey]

I just tested and it does not appear that that action is recorded.

[Susan Sherrick]

Jack - I very much appreciate all of your responses.  Agree that action is not recorded.  I believe we've identified this was User error with one of our staff.

Thanks so much, and have a great weekend!

Sue