New ticket via email is created as private comment?
RéponduOne of the staff (Contributor role) sent an email to our internal support and noticed that the email is created as an internal comment in the ticket.
I've read through some FAQ's and Community posts, but they are referring to replies (which this is not) or setting all comments to be set as private etc. None found so far seems to fit this scenario.
Not sure where else to look to see why this email/first comment was created as an internal comment. Any suggestions or should I log a support ticket instead?
Thanks
Jacques
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Hi Jacques,
That is expected because the contributor role cannot add a public comment on the ticket, only a private or internal note. They can provide limited support by viewing and adding private comments to tickets in their groups. More information can be found here: About team member product roles and access
I hope that helps!
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Thanks Cheeny Aban!
Did not see this specific one in my searches. This helps plenty.
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