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Internal Comments being received by Customers via email

Susan Sherrick

Hello,

It appears since the new view was put into place, Customers are receiving email notifications containing Internal Comments in a ticket. Customers cannot see the Internal Comments via the portal, but they are receiving the comments via email. How do we turn this off?

TIA,

Sue

Accepted answers

All comments

Jack Brickey

I wonder if there is some automation involved here?

Susan Sherrick

Hi Jack - thanks for responding. We do have automations setup, but they are unchanged and this appears to be a new issue. Is it your experience that your Customers are NOT receiving the email notifications for Internal Comments?

Thanks,
Sue

Susan Sherrick

Jack - it appears this may have been a User error with one of our Staff. A comment was edited, but we cannot tell if it was changed from internal to external comment. Is there a way to see if that is the case?

Jack Brickey

I have never experienced this. Regarding your automations are you saying that there are automations sending emails to your customers? If so, unchanged or otherwise, I would carefully inspect that as the cause. The only other explanation would be that the customer actually has browse permissions in the project.

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