Stop email replies going to customer Edited

[Chris Pagel]

Coworker emails me about an open support ticket. I reply back, right? 

Wrong!!!

my reply along the lines of "hey we have a problem here, let's discuss it" goes to the customer "Oh, S&*t"

How do I stop email replies on support ticket comments/mentions from going to the customer?

Please tell me there's a setting to turn off this horrible assumption on Atlassian's part...

[Ismael Jimoh]

Nope there’s not. You have to open the ticket and leave an internal comment.

The application doesn’t have a way of recognising that a comment via email is meant to be internal.