Can comments made on the customer portal be visible to other non-agents?

[Leslie Hicks]

When a comment is made on the customer portal it is defaulting to internal so any non-agents dont see the comment, is there an option to change this default?  Or allow the commenter to choose for it to be shared rather then default to internal only?

[Ste Wright]

Hi @Leslie Hicks 

If this is an agent making the comment on your internal platform, it gives you the option to choose internal or external comment.

Are you say though that the customer is adding a comment in the customer portal, and this comment is defaulting to an internal comment?

That's not native behaviour, all comments on the portal should be publicly visible.

I'd check the Issue History to see if some additional action is taking place that hides the comment - eg. an Automation Rule which is changing its visibility.

Can you let us know if the Issue History provides any clues as to why this is happening?

Ste

[Dave Mathijs]

@Leslie Hicks Check with the user who make the comment if it's actually made from the portal? Chances are this is a user with a JSM license (agent), not a portal-only customer.

[Leslie Hicks]

Yes, they are agents.  I checked further with my user and when in the issue view (agent) amd M is pressed it defaults to internal and the customer does not see the comment.  Is there a way to choose to default the comment action to be customer rather then internal as the default comment type? 

[Ste Wright]

Hi @Leslie Hicks 

I don't believe so when using the keyboard shortcuts - but the comment section does let you choose what type of comment you want to make (before you start commenting).

There is a feature request for something similar - see: https://jira.atlassian.com/browse/JSDCLOUD-1928

Ste