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Can Customers see labels on a ticket in emails?

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:

  • I don't believe the labels are displayed on the customer portal so I would this the emails would display the information in the same manner
  • Labels are used to help agents organize information and really no use to the customer
  • I also read the documentation about customizing emails and there is nothing in there about the labels

Having said that, I'm not 100% sure.

Can anyone confirm?

Thanks

 

4 answers

0 votes

Hello @MadelineBarr

if you mean the notifications which came from customer portal to email, labels are not included. You can adjust these emails in Project Settings -> Customer Notifications.

Hope that helped,

Adam

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?

0 votes

Hello Madeline,

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:

Výstřižek.PNG

More about that here: https://confluence.atlassian.com/servicedeskserver/managing-service-desk-notifications-939926348.html

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,

Adam

They're not a part of notifications, but they are visible from the portal if they open the ticket.

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