Desire emailed replies to a Jira Ticket to be added as Internal comments

[Gabrielle Walden-Alves]

My business owners are currently not happy with how emailed responses to a ticket are added as public comments. Is there anyway to set up Jira so that the emailed replies are saved to a ticket as an internal comment.

Whether that emailed comment comes from a customer, requested participant, or another agent.

[Jack Brickey · Accepted solution]

You cannot currently change this. 

email replies from agents or customers will be Public

emails from collaborators will be Internal

[Joseph Chung Yin · Accepted solution]

@Gabrielle Walden-Alves -

I agreed with @Jack Brickey response.  You can try to add the users as watcher of the issue, then those users will become collaborators of the issue.  Thus, their emails will be internal and can only be changed to public by agents.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.