internal comments are sent by mail

[Alexander Herrler]

Hello Community,

I have a problem with our service desk.
Comments that are posted internally are sent to the customer by e-mail. These comments are not displayed to the customer in the service desk but the customer receives them by e-mail. What could be the reason for this?

Thank you.

[Fazila Ashraf · Accepted solution]

@Alexander Herrler  , are the tickets raised through portal or with the 'create issue' option in JIRA?

Please refer to similar post in the past https://community.atlassian.com/t5/Jira-Service-Desk-questions/Customers-get-email-notifications-about-internal-comments/qaq-p/1012086 

[Alexander Herrler]

Hello @Fazila Ashraf 

the tickets are created by the mail handler add-on. After creating the ticket and an internal comment from us, a mail is sent from the global mail address stored in the system. The author is the customer and he does not create tickets via the portal himself.

It is a different way than described in this ticket.

[Alexander Herrler]

Ok, now I understand the problem.

Thanks for the post.