Users comment does not appear in Ticket

[GG Support]

When one of our users adds a comment to a ticket, there comment notification is received by email but does not appear under the comments tab in the ticket. We are confused by this beahviour. Does anyone have any suggestions?

[Diego Zarpelon]

Hey Eddie.

This comment where sent via e-mail? If yes this should be due this mail being received by a test instance, that is configured with the same mail triggers that you have on your production instance.

If you have a test instance please disable it to make sure that this is the case.

hope this helps

[Nic Brough -Adaptavist-]

I suspect your user has used "only show comment to". And your email is being received by someone who does have access to the comment.

I'd check that out first, just to rule it out. Start by checking if the user who made the comment see the comment?