Why do agent replies to email notifications arrive as private comments?
Agent replies to notifications sent by triggers and automation thread into the ticket as private comments in the following scenarios:
- The respondent is a light agent. Light agents are not able to make public comments due to role restrictions. For more information, see the article: Understanding and setting light agent permissions.
- The setting Agent comments via email are public by default is not enabled. To change this setting, see the article: Understanding when email replies become public or private comments.