E-mail to non reporter

Brian Zelchau Lykke

Eg. reporter A has created a ticket. I (Agent) have to ask somebody else via e-mail about the ticket without letting A know. Is there a way to do that?

Normally I could add participants but then A will know. I would like to add the communication as a Internal note = hidden from reporter.

Jack Brickey

Not OOTB. There are addon solutions e.g. JETI, JEMH.

well actually there is sort of an OOTB method. Automation allows you to send an email to a specific individual that doesn't result in a comment in the issue. However I can't imagine a solution that would make a lot of sense here. With that said maybe there's a path do use automation for your needs.