Hide from Customer Email Notification

[Riko Rakhmanto]

Hi, I think this is a bug or feature. In incident, I put a comment and click 'Hide from Customer' then save.

Say I am Tech01, my team mate Tech02 got an email notification [UPDATE] about my comment. in his email notification. it has a small section like below.

~ ~ ~ ~ ~ ~ ~
Status: Not Resolved
Priority: P4:
Assigned to: Company Support
Notified: Customer01, Tech01, Tech02, and ExternalUser01
Watchlisted:
~ ~ ~ ~ ~ ~ ~

Does it mean my customer received my comment and so does ExternalUser01?

I cannot find anything about Hide From Customer in the help so I though I ask in this community.

[Randy2]

From my testing and from what I was told by support, the customer will not see your hidden comment but will see your teammate's reply to it (which based on how they word it, could give away what your hidden comment was.) I pointed out that this somewhat defeats the purpose of having 'hidden' comments.

Support agreed and it was put in as a bug. I was given Case 06718757.

[Luke Grimstrup]

Hi guys,

Great feedback - you'll be pleased to know that along with the HTML emails we made some improvements around how people get notified. This included not notifying External CC's if the only change that was made was adding a Hidden Comment to the incident.

Note - that if other updates were made at the time (such as changing the title, category or due date) the External CC or Customer will still receive an email with those updates. They just won't see the hidden comment.

Hope this helps,
Luke

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