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Private Notes in Message Template

Accepted answer
edited Jul 17, 2019 2:27PM in Agent Desktop 3 comments


Looking to remove Private Notes from emails recieved by agents


We use the Message templates in the system to send agents an email when they get assigned a new incident.

When they get that email, it has the entire incident thread in the body of the email, including the private notes.

We have learned there are occasions when our agents have used this notification email, and sent it to other people in the organization.  Obviously we want to keep the private notes private.


Is there a way for me to modify the message template to not send private notes, but still send the rest of the thread?

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