Internal notes emailed to users

[hopkinsit]

I've been testing the email ticket feature and i was hoping my team could add internal notes to a ticket whilst troubleshooting but from my testing the end user gets a ticket update email with the internal note.

Is it possible to make it that only public reply's get emailed to the user?

[hopkinsit]

Thanks, we've been testing it between my team so probably why we've received emails for internal notes as we are all agents.

[Bruce_B · Accepted solution]

The user should only receive mails containing internal notes if the user in question is also an agent. A standard user with no permissions should never be able to see internal notes, not in the web console and not in the mailing.