We have our Service Desk Cloud set up with different departments having different projects enabled so that we can support each other internally. We also have our Customer Service team supporting Customers Externally.
We had an issue where we had Customer Service team members able to view tickets on another team members help desk, and those team members needed to keep Internal Comments internal to that team and not let the Customer Service team see those comments.
We tried to adjust the settings to not allow different projects access the tickets through their site, fence things in, so that they would just get external notifications. But when we did that, they stopped getting the External notifications too when we would post updates.
We have been trying to find the setting to fix this, is it possible to not allow people to access the internal comments if they aren't on that help desk, but still get their external notifications. Can anyone help?
