Helpdesk: Prevent mails from being sent to users even if you are created as a user or in CC

[Tega]

Hi everbody,

We at the helpdesk always write comments as "Internal Note" and do not want the user to get a mail in CC.

Nevertheless, this happens sometimes, especially when we enter the user as a ticket owner or when we forward mails to our helpdesk address.

How can we prevent this in general and enable it only when sending with "Public Note"?

Thank you

Walter

[Mercedes_O]

Hi @Tega  please contact our Support team so that they can look into this for you Contact Support - Lansweeper IT Asset Management

[GoodLuck123456]

To be honest I'd always assumed internal notes were for agents only and users would never see them.

[Tega]

Yes, we thought the same, but they get the notes in CC.

Maybe it's only an option which has to be deleted... ?!

[Tega]

Hi everyone,

has anybody an idea? 

Or is there no possibilty yet not to integrate the mail-addresses in CC?

We always choose "Internal notice" but the users in CC get an answer too.

Would be great if anybody can help us!

Thank you

Walter