We have a service desk which allows our customers to create and respond to comments on tickets via email. The issue we are having right now is that if someone from our team makes an internal comment, our assignee gets notifcation via email. When they respond to that email though, the response goes in as a visible comment that gets sent to the customer.
As you can guess, this can causes huge issues, to the point where we are considering dropping Service Desk. Below are some ways we've thought about fixing the issue, but we can't figure out if they are possible in Service Desk.
1) Have Service Desk figure out that an incoming email is a response to an internal comment, and create an internal comment instead of a public one.
2) Disable email notification on internal comments. This is not ideal, but would be better than the situation we have now where we can accidentally show internal comments to customers.
3) Completely disable internal comments on a Service Desk. We use HipChat, so we could possibly use HipChat for all internal comments. Also not ideal.
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