Some agents comment in customer's slack channel always turned to internal note in the JIRA ticket
Hi guys, can I get a pointer as to why a specific agent's comments in customer's slack channel (NOT agent channel) always turned into an internal comment in the JIRA ticket?
so far from what I noticed the default behavior is always public comment when commenting in a customer channel, but somehow - only for this specific user - it's always turned to an internal note in the JIRA ticket and we can't find a way to make it public.
In the below example, my comments (Satrio) always turned to a public comment, while the few last comments from this other agent, are converted to internal comment
Slack
In the JIRA ticket
What I've tried
* I've tried to look around in the `Chat` setup in the project, it doesn't seem like there's any user specific/general flag that might cause this, but I might miss something
* I tried to make this person's role in the project the same as mine/someone else that's not admin that don't have this behavior, but this doesn't change anything
thanks for the help!