We use JIRA Service Desk as our support platform and when our agents are working with our development team, they frequently add screenshots to the ticket in the comments back and forth. What is problematic in this, is that if a non-agent pastes a screenshot into a comment, that screenshot gets added as a new comment by itself and is EXTERNAL. That means, our external customers who submitted the ticket see an internal screenshot in the comment email sent to them about updates on their ticket. This happens even if the comment with the pasted screenshot is marked as internal only.
Is there a way to stop generating a new comment when a screenshot or attachment is used?
The screenshots are usually for internal eyes only, so what makes this confusing is that we are adding the comment, attach the screenshot, which gives the inline shortcut text, and we mark that comment as internal. However, when we look at the ticket after the comment is finished, we have the screenshot/attachment in it's own comment as external, and the actual comment the agent added as internal. The external customer gets an email that a new comment was added and it only shows the Screenshot. They have no reference to what that is as they cannot see the internal comment and we potentially send an image of something they should not be seeing. This is bad from a support perspective. We should either NOT add the attachment/screenshot in it's own comment while adding a full comment, or wait to add the screenshot only comment BUT keep the internal/external flag of the whole comment.
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