Incoming email as internal comment

[Patrick van der Rijst]

Hi there,

Is it possible, somehow without using JETI/JEMH, just native features, to have non JSD customers / agents that reply to an e-mail of JSD, converted into internal comments?

We have loads of customers that work with external parties and replies to those tickets should not be visible to customers. But since they're not agents either, they don't have access to these tickets, and we'd like to have those converted into internal comments, just being able for agents to read. 

[Liam Green · Accepted solution]

Hi @Patrick van der Rijst 

Unfortunately that isn't possible without an add on.

A potential workaround would be to create a new ticket with the third party as the reporter, then link them.  This can be a messy way of working though.

[Patrick van der Rijst]

Thank you for answering.