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Is there a way to distinguish an attachment that has been shared internally or with the customer? At the moment there is only two ways to figure this out
If the files are shared with the customer with no accompanying text, it will show as "added a comment" . If it is shared internally and no comment is left then there will not be any comment activity it will just show as an attachment in the activity. The alternative way is to just "View Customer Request" to see if they can seen the attachments or not.
Atlassian should really improve this feature so it's clear for the agents on the state of the files.