Internal or not? eMail notification does not mention the comment type.

Question

We have setup eMail notifications for comments on tickets. Issue is the eMail does not mention either or not the comment has been published as internal or Client facing.

Is there a way to ensure eMail notification include the comment "type", internal or not?

Thanks for your help.

Geraud Clovis Lemenager · Answer

Sorry, looks like my initial message might not be as clear as had hoped.

When anyone comment within the comment section of any ticket, email are being sent to the relevant actors. The issue is, this said email does not contain the information:

Was the comment left as an internal comment or as a customer facing comment?

So worded differently, and to make sure everyone understands;
How can I include in my email alerts whether the comment left is visible to everyone or only to staff members?

I hope this helps.

Marc -Devoteam- · Answer

Hi @Geraud Clovis Lemenager

Welcome to the community.

Where have you setup email notifications?

The Notification scheme is always internal, as this relates to the project and the licensed agents on the project.

In JSM there is a section in the project settings arround Custom Notification, they will always be sent to the customer based on set active or not.

Or have you created automations to notify people via email?