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"Updated date" on "My Requests" page hidden or only show for public comment/public status update

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Sandra Campbell

Publication le 07 juin 2023

 

Currently if an internal comment is posted on a ticket by an agent the Updated Date visible to the customer is modified on the My Requests page in the customer portal.
This is confusing the customer as they are looking for an update and not seeing one in the ticket.

Can the Updated Date either be hidden from end users, or only show when the last public comment was added.

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