Customer email responses have suddenly started sometimes becoming Internal Comments

[Josana de Hesselle]

I've been using JSD cloud since the start of the year. Just in the last week or so I've noticed a couple of comments from customers across different issues (tickets) have been showing up as internal comments instead of regular comments. 

The customers have been responding to the ticket by email

Yesterday I had three consecutive comments by one customer on one ticket - the first shows up as a regular comment, and the second and third as internal comments. 

When they turn up as internal comments it causes problems as it doesn't trigger the workflow automation (Waiting for Customer -> Waiting for Support)

thanks for any suggestions.

Eg in screenshot:

[Angélica Luz · Accepted solution]

Hello Josana,

Thank you for reaching out to Atlassian Community!

There was an incident on April 22 that was turning customer replies into internal comments instead of public.

I checked internally and the issue was already resolved. 

Please, let us know if you are still facing the issue, so we can investigate further.

Regards,
Angélica

[Josana de Hesselle]

Thanks Angélica, 

I haven't noticed it happening again, so far. 

Do you know if there is any way of turning these internal comments into public comments without also sending copious emails to the customer?

I'd like to clean up the cases if possible so that they look correct from the portal.

[Angélica Luz]

Hello Josana,

The only way to make the internal comment as public again is by editing it and clicking on "Reply to customer" and it will generate a notification to the customer.

In this case, I would suggest disabling the notifications while fixing the issue.

Go to Project settings > Customer notifications (for classic project) or Project settings > Notifications > Customer notifications (for next-gen).

On this page, you can disable the "Public comment added" and "Public comment edited".

After fixing the comments, please enable it again for customers to receive future updates.

[Josana de Hesselle]

That's great, thank you so much Angélica

[Robin Marcenac]

I am still experiencing this same issue as described in this post. Customer comments being made via email on existing service desk ticket (using Jira Cloud) are coming in as internal comments, which is not triggering the expected automation rules as a result. Is there a fix here that can be applied?

[Angélica Luz]

Hello @Robin Marcenac,

Thank you for reaching out to Community!

The issue mentioned on this thread was related to an incident and it was already resolved, so as you are still facing this issue it might be related to permission or some setting.

I see that you are a site administrator of a standard Jira site, so please, open a ticket on support.atlassian.com/contact for our support team to better investigate what is causing this behavior.

Regards,
Angélica

[JJ]

What was the solution?

[Josana de Hesselle]

Known internal error, per "accepted answer' from Angelica