Service Desk comments for specific users

[Muhammad Bilal]

Hi,

I would like to give access on the project to my developers on the specific project, they should see the ticket, can read the comments from the customer, but i want them only to reply on the ticket internally so that they can help us to able to understand the more details of the tickets. Let me know please how is it possible.

''In short - developer should be only able to write the comment as internal'' and should not have the button tab comment to customer.

Thank you

[Andrew Laden]

I know in the server version this is the default. Only Service Desk Agents can communicate with the customer. As long as the developers don't have a service desk license (ie they have a core or software license) thier comments will be internal always.

I assume the same is on cloud. (but I could be wrong)