How to avoid reporter getting notifications of (internal) email replies

[Sebastiaan]

Sometimes colleagues reply on notification emails (from Jira servicedesk) via email. The reply is added to the ticket as a "shared with customer" comment. The customer gets an email of the reply of my colleague.

I would like to have emails from colleagues (jira-software-users) added as an internal comment, is that possible?

[Angélica Luz · Accepted solution]

Hello @Sebastiaan,

Thank you for getting in touch with Atlassian Community!
Currently, when someone answers the notification, the comment will be set as public, it's not possible to choose if it will be internal.
We have a feature request suggesting the implementation of the ability to choose if the reply of an agent will be internal or public:
- https://jira.atlassian.com/browse/JSDCLOUD-3499
Please, click on vote and watch to receive updates about the feature.

For now, agents will have to access the ticket in order to post an internal comment.

Regards,
Angélica

[Sebastiaan]

Thanks for your reply Angelica!

I did vote now and hope it will be added soon:)