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Customer email responses have suddenly started sometimes becoming Internal Comments

Josana de Hesselle

I've been using JSD cloud since the start of the year. Just in the last week or so I've noticed a couple of comments from customers across different issues (tickets) have been showing up as internal comments instead of regular comments.

The customers have been responding to the ticket by email

Yesterday I had three consecutive comments by one customer on one ticket - the first shows up as a regular comment, and the second and third as internal comments.

When they turn up as internal comments it causes problems as it doesn't trigger the workflow automation (Waiting for Customer -> Waiting for Support)

thanks for any suggestions.

Eg in screenshot:

Accepted answers

Angélica Luz

Hello Josana,

Thank you for reaching out to Atlassian Community!

There was an incident on April 22 that was turning customer replies into internal comments instead of public.

I checked internally and the issue was already resolved.

Please, let us know if you are still facing the issue, so we can investigate further.

Regards,
Angélica

All comments

Angélica Luz

Hello Josana,

Thank you for reaching out to Atlassian Community!

There was an incident on April 22 that was turning customer replies into internal comments instead of public.

I checked internally and the issue was already resolved.

Please, let us know if you are still facing the issue, so we can investigate further.

Regards,
Angélica

Josana de Hesselle

Thanks Angélica,

I haven't noticed it happening again, so far.

Do you know if there is any way of turning these internal comments into public comments without also sending copious emails to the customer?

I'd like to clean up the cases if possible so that they look correct from the portal.

Angélica Luz

Hello Josana,

The only way to make the internal comment as public again is by editing it and clicking on "Reply to customer" and it will generate a notification to the customer.

In this case, I would suggest disabling the notifications while fixing the issue.

Go to Project settings > Customer notifications (for classic project) or Project settings > Notifications > Customer notifications (for next-gen).

On this page, you can disable the "Public comment added" and "Public comment edited".

After fixing the comments, please enable it again for customers to receive future updates.

Josana de Hesselle

That's great, thank you so much Angélica

JJ_wwrfbp

What was the solution?

Josana de Hesselle

Known internal error, per "accepted answer' from Angelica

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