Hiding internal comments from customers (reporters and participants)

[Jesse Wiggers]

We want to open the GUI that the service desk uses to manage their tickets to our customers instead of using the customer portal; we've figured out how to do that, except we are unsure if there is a way to hid internal comments from the reporter and any participants (who aren't part of the internal team to begin with). I saw some documentation a year ago that said this would be impossible, so I'm checking now to see if that may have been added since.

[Victor Mutambuki]

jesse,

I don't believe you can hide comments on a ticket if  users have the service desk license and  are in the service desk team. Users who are in the service desk team but don't have the license, can't see external comment but only internal that are specific to their ticket.

victor