How to stop email responses to tickets being shared with customer

[Gavin D_]

Hi,

Just wrestling with an issue with customer notifications of comments in Jira Service Desk. We currently have all customer notifications via comments disabled (due to the risk of sharing accidentally an internal comment). The benefits appear to outweigh the risk so we were going to try it enabled but during testing discovered that if the "Public comment added" default notification was enabled then all email responses that generated a comment were also shared via email to customers, even those meant for internal use only.

I see that the best option here is to make all email added comments "Internal" and not shared, but can't find any solutions to achieve this. Any suggestions, or alternative solutions would be greatly appreciated.

Cheers

Gavin 

[Gabriel Senna]

Hi Gavin,

Usually there is a post function to transition an issue, when a comment is added.

And because of that, the notification probably is sending the email to the customers.

For this reason, besides customer notifications, you should check automations and post functions of the workflow of the project.