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A comment that is marked Internal was sent to a customer

Tammy Ince
Tammy Ince April 3, 2018

An Account Manager commented on a Service Desk ticket and clicked Internal. The Internal label shows next to the comment, however when the Account Manager looked at her email notification the customer's email address was there as well.

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April 3, 2018

Check if the customer is included in the Internal group.

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Tammy Ince
Tammy Ince April 9, 2018

The customer is not in the Internal Group. However, we are using Jirassimo for emailing and I think that might have something to do with it. I found an article on how to correct that but found another issue-when a customer responds to an email response (not from the portal) their response doesn't become part of the ticket. I know that functionality exists when using Jira for email but I am not sure how using Jira for email will affect internal comments.

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