Can you stop public comments via mail being added to a case from a certain domain?

[Support]

We have the below scenario.

1. A customer opens a case in JSD by sending an email to our support account (e.g. support@email.com), and the ticket is created.

2. Internal staff see the email come into their work email addresses and start discussing the issue internally (not through JSD).

3. The mail thread has now got a lot of emails intended for internal view only, but someone copies support@email.com as something needs to be fed back to that email group.

4. JSD sees that email go into the inbox with the ticket ID in the subject and adds the mail as a public comment in the case.

5. The customer sees the email containing correspondence not intended for them as it has been added as a public comment.

So our problem is we want to prevent emails that get sent to support@email.com from our company domain being added to cases as public comments for the customer (reporter) to see. We still want to be able to send the customer public comments via JSD itself, so turning off the notification for public comments doesn't seem like an option.

Ideally any comments sent from our company email domain should get added as private rather than public but just ignoring them all together would suffice.

Is this configuration possible? 

Thanks. 

[Angélica Luz]

Hello there,

Welcome to Atlassian Community!

Thank you for all the details.

When someone replies to a service desk notification, the comment will be added as public and currently, there are no settings for that.

The notifications were made for customers and they don't have the option to add internal comments in the portal as well, so the best option for agents is to add comments directly in the ticket, so they can select what type of comment they want to share.

There is a feature request suggesting the implementation of this ability:

• Add ability to set comment via email by agents to Internal Comment

Please, click on vote and watch to receive updates about the feature.

Regards,
Angélica

[Support]

Thank you for the response. 

Is there anyway to block the mail rather than add it as a private comment instead?

[Angélica Luz]

It's not possible to block. When they have permission on the ticket, they will be able to comment.

In this case, agents must not be added as participants or be part of an organization. The roles for agents on a ticket are assignee and watchers which prevents them to receive customer notifications. 

Also, it's important that the email support@email.com is restricted to Service Desk. This email can't be shared or accessed by everyone to avoid problems like that.

[Support]

Thank you.

I have previously seen JSD set up to add private comments if you use a separate email. For example, a internal member of the team sends an email with the ID in the subject line to private@support.com and the comment gets added as private.

Are you aware of what add-ons were used to achieve this? Or how this could have been configured? 

[Angélica Luz]

For comments to be added as internal by email it's necessary that the person who is replying is a watcher only, without Service Desk license, or if they have a license, they can't be an agent in the project.

It means that they can't have the permission "Service Desk Agent", otherwise, they will have the ability to communicate with customers.

[Support]

We can't seem to add any non-JSD users as watchers on tickets. I believe I saw that the "Service Desk Agent" feature was removed at some point? 

[Angélica Luz]

The role "Service Desk Agent" is available only for classic projects. For next-gen the role is just called "Agent". 

If you are using a next-gen project, you can create a custom role and add permission to add internal notes only:

Any licensed user added to a project can be a Watcher.

[Support]

Thanks I think we are using next-gen. Where do you find the "Create Role" section?

[Angélica Luz]

To create a new role on next-gen, please go to Project settings > Internal access > Manage roles > Create role.

[Support]

We have been checking the "Project Settings" for both Jira and JSD and can't find any "Internal Access" section. 

There is a "Access" section under the Jira project settings but nothing for JSD. 

Is this supposed to be under the JSD project settings?

[Angélica Luz]

Yes, the option is in Project settings. You can find "Internal access" on the left sidebar.