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Tega
Engaged Sweeper II

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

4 REPLIES 4
Mercedes_O
Community Manager
Community Manager

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

GoodLuck123456
Engaged Sweeper III

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

Tega
Engaged Sweeper II

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

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

Tega
Engaged Sweeper II

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