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hopkinsit
Engaged Sweeper
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?
1 ACCEPTED SOLUTION
Bruce_B
Lansweeper Alumni
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.

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2 REPLIES 2
hopkinsit
Engaged Sweeper
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
Lansweeper Alumni
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.