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Any way to restrict who sees ticket comments?
Question asked by Jeff Russell - January 27, 2014 at 9:12 AM
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We would like to restrict certain comments so that end-users cannot see them.  We want to add certain comments that only employees can view.  Is there anyway to accomplish this?
 
 

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Derek Curtis Replied
January 27, 2014 at 10:18 AM
Employee Post
Hi, Jeff
 
By design, any comments an agent adds to a ticket are internal to the system. That is, when an agent has a ticket open and goes to Add --> Comment, those are not viewable to end users regardless of whether the ticket is sticky, general, etc. In fact, the only way to have end users see anything resembling a ticket comment is to add it to the body of a ticket reply that's sent to that end user.
 
If this isn't happening, I'd verify you're on the very latest version of SmarterTrack, available from the SmarterTrack downloads page. I believe there was a release that made comments public. However, that was resolved awhile ago.
Derek Curtis
COO
SmarterTools Inc.
(877) 357-6278
www.smartertools.com

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