One of our users (agents) asked if customers can see the labels on their ticket in the emails. I think they don't want to customer to see them.
I'm assuming the answer is 'no, the customer doesn't see them' for the following reasons:
Having said that, I'm not 100% sure.
Can anyone confirm?
Thanks Adam, for your feedback.
I mean when an agent adds a something to the Label field, does the Reporter get a notification that changes were made to the ticket and that the label was added.
For example, someone (the Reporter) submits a ticket that something isn't working. The Agent thinks everything is fine, and thinks the Reporter needs some training so adds a label to the ticket of Requires-Training. The Agent does not necessarily want the Reporter to see this update.
I believe other Agents will get a notification that the label was added.
Is this correct?
no the Reporter cannot see that notification, if he is not Agent and has access to the project. These are basically all the notifications they can see:
And I think that even agents do not get notification, that the label was added. But never tried that to be honest. However there is nothing about that in notification scheme and it does not seem that notification Issue Updated includes that.
Hope that helped,
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