When an Agent responds to a ticket with an Internal reply, on the customer end it shows that an update has been made on the ticket, which can be confusing for the customer. Is there a way to turn this off so the customer does not see that an internal note was created but still show when a Public Reply is made?
Update the code to not show Internal responses to customers
Hi Tipene,
The customer is seeing the update in the portal where they can see all of their tickets that are created. The highlighted in pink is an update for an internal note. We are attempting to remove this but keep updates for public replies.
Thanks for the extra context, Ruben. So that information is provided by the
updated_at property of the request object. Unfortunately it's not possible to get more granular with that property in terms of internal notes vs. public replies so you'd need to remove that section of the requests page in the Help Center template editor. You'll find it in the request_page.hbs file - just search 'last_activity' and it should come up. Once removed, the last activity will no longer be visible, but the user will still see public replies on the request as per usual.Login to the community
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Just to clarify, is the customer receiving an email notifying them of an update or are they seeing this somewhere else?