Hi Folks,
I enabled the CC function so that on incoming tickets, users are automatically added to the CC accordingly. The issue we have noticed is "internal notes" are no longer "private" but are sent out as part of the update email.
Have I set something incorrectly?
Another thing to check here is to make sure that the users reporting that they are seeing internal notes are actually allowed to see internal notes. I used to have reports of internal notes being included on emails all the time - but it was because the users receiving the emails were allowed to get those comments.
Hi both,
Purely for the purposes of entertainment, not that our colleagues would do this, but.... Lets say an internal notes was "abused" and inappropriate comments have been made, they do indeed end up in the CC'd parties inbox.
Hey James,
Can you confirm that the CC'd party is not another agent on the account when you're testing this? Definitely some odd behavior if the agent is posting an internal response that is going out to a CC'd end user and we will want to investigate this further in a ticket.
Let me know!
Hi Brett
I created the ticket from my personal account - lets say jamesfreeman@hisemailaddress.com. I then CC'd another of my personal email addresses into it also, lets say jamesfreeman2@hisemailaddress.com.
my "requester" email (james.freeman@ did not get the reply. the email you see above is from my "jamesfreeman2@" email address.
Thanks for the update James!
I'm going to bring this into a ticket so our Customer Advocacy team can look into this. Even with the new CC functionality, end-users should not have access to internal notes.
We will need to take a look at some ticket examples to troubleshoot further.
You'll receive an email shortly stating your ticket is created.
Cheers!
Was there a resolution here?
I've found the same issue when an agent or a light agent in their email inbox creates a ticket (so they would be the requester). If someone leaves an internal note on the ticket and then the agent adds another cc to the ticket from their inbox at any point later in the correspondence, the private note is viewable.
No account yet? Create an account
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.
Hey James,
End-users would not have access to internal notes on a ticket. Only public comments would trigger an email notification to a CC'd user that is not an agent on the account. Can you confirm these comments are indeed posted as an internal note on a ticket?
Let me know!