Why clients get a new email when I add new comment to existing issue?

Julija Balnytė
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October 21, 2024

Hello, 

Our clients receive a new email everytime we add new comment to existing issue. Can we somehow change this, so clients could see also previous conversation, not just that new comment?

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Salih Tuç
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October 21, 2024

I assume you are using JSM Cloud.

This notification is configuring from Project Settings -> Customer notifications in your JSM project.

You can look at the "Public comment..." notifications, enable/disable them or change their content from this page:

Screenshot 2024-10-21 at 11.14.34.png

 

If customers want to see all the comment history, they basically can open the ticket and check the portal page, otherwise notification for the specific comment will be sent.

 

By the way, customers will only see the notifications for "Public comments". If you don't want them to see specific comments as an agent, you can use "Internal comments" which only can be seen by agents (and/or admins).

 

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