Hi there,
is there a way to automatically assign the status internal note to a comment added to a ticket via email?
Emails sent by the Customer or the Agent will be public. Emails by collaborators would be internal only as only agents can make public comments.
Hi Jack,
thank your for the immediate reply But from our tests it seems that even an email from a collaborator is visible to the customer who raised the ticket: The collaborator sent a reply to the ServiceDesk mail address with reference to the ticket.
But we would like the internal discussion to remain invisible to the customer but documented in the tool - do you have an idea to handle this?
Either you are mistaken about the individual’s role/permissions or there is a bug. I expect the former at least that is where I suggest you start your investigation. Is the user listed in the Customer view? What does - project settings > people indicate for that user?
the user is shown in the ticket as request participant and has the role service desk customer.
Thank you again for your help,
Katrin
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