Customer cant see his own replies sent by email

[GME Support]

Hi, 

When the customer replies to ticket via email, I as an admin can see that reply, but customer cant see his own replies when he is viewing the ticket in customer's portal

[GME Support]

Nop, heaven't installed any third party apps.

We have on prem version v8.6.0. I think it was working fine till last update but not sure, because noticed just now.

[GME Support]

You are right, i can see Internal mark to customers email comments.

We have default rules (attachement).

But when i look in to automation rule logs, no one is executed on tickets where customer made comment via email.

Where  else could be the problem?

[Veera]

@GME Support 

The history section may tell you how those comments are marked as internal. Check if there are any 3rd party add-on related automation rules apart from the JSD standard automation rules.

[Veera]

@GME Support 

It seems that those comments are added as internal comments which are not visible on the Customer portal view.

Do you have any automation rule setup which might be marking the comment as internal comment?