Internal Comments via Email

Question

Is it possible for a comment that is generated from an email reply to be created as an Internal Comment on the associated ticket?  Or will these always be created as a Customer facing comment?

The use case is that Agents will sometimes reply to emails on a ticket, but they want those comments to be Internal facing only.

Kian Stack Mumo Systems · Accepted Answer

@Brad Wood,

It appears as though there is a feature request for this, but it has not yet been implemented.

Marc -Devoteam- · Accepted Answer

Hi @Brad Wood

As mentioned by @Kian Stack Mumo Systems

This will always be customer facing as internal comments can only be made by an agent.

An email sent about an issue needs the issue reference in the subject, this will be handled as an customer facing comment.

Via the API you are able to place a comment as internal, see here