How to configure updates from the Jira email handler as internal only?

[Chris Usher]

Hello, we recently enabled the email channel in our Jira Service Management instance so customers emails would generate tickets.  The issue we are having is there are many people copied on the email outside our tech support team.  There are times when we want to remove the customer from communications and have an only internal conversation however we need to leave our support email so the update is captured in the ticket.  We do want to capture these communications in the ticket but should not be visible by our customers.

So my question, is there a way to make all communications via the email chain as "Internal Only" comments rather than Customer visible?  Because of this we have disabled access to the portal because if they view the ticket there they would see ALL updates.

[Ivan Lima]

Welcome to the Atlassian Community.

Comments added via email in JSM are public by default. You can't configure that out of the box. There is an open feature request that Atlassian is reviewing it. I'll leave those here as a reference.

• https://jira.atlassian.com/browse/JSDSERVER-3499
• https://jira.atlassian.com/browse/JSDCLOUD-3499

[Chris Usher]

Is there an ETA for this feature, seems dangerous to not have this as an option as it opens the possibility of leaking sensitive data. 

[Ivan Lima]

It's hard to tell for suggestions as it depends on several factors. To learn more, see Atlassian's policy to implement new features:

• https://confluence.atlassian.com/support/implementation-of-new-features-policy-201294576.html

For the feature request I mentioned earlier, you can add your vote (by selecting the Vote for this issue link). You can also add yourself as a watcher (by selecting the Start watching this issue link) if you'd like to get notified via email on updates.