Hello,
It appears since the new view was put into place, Customers are receiving email notifications containing Internal Comments in a ticket. Customers cannot see the Internal Comments via the portal, but they are receiving the comments via email. How do we turn this off?
TIA,
Sue
I wonder if there is some automation involved here?
Hi Jack - thanks for responding. We do have automations setup, but they are unchanged and this appears to be a new issue. Is it your experience that your Customers are NOT receiving the email notifications for Internal Comments?
Thanks,
Sue
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Jack - it appears this may have been a User error with one of our Staff. A comment was edited, but we cannot tell if it was changed from internal to external comment. Is there a way to see if that is the case?
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I have never experienced this. Regarding your automations are you saying that there are automations sending emails to your customers? If so, unchanged or otherwise, I would carefully inspect that as the cause. The only other explanation would be that the customer actually has browse permissions in the project.
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Internal comments are yellow when looking at the detailed issue view.
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yes, but is there a way to find out if an external comment was changed to internal?
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I just tested and it does not appear that that action is recorded.
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Jack - I very much appreciate all of your responses. Agree that action is not recorded. I believe we've identified this was User error with one of our staff.
Thanks so much, and have a great weekend!
Sue
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