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    • Replies to forwarded incidents are added to the thread as customer entries

    in Communication Channels 2 comments

    Summary:

    We frequently forward incidents (using the forward button) to internal non-OSC staff so they can assist. When the non-OSC staff replies, their response is added to the thread as a customer entry and is now publicly visible when we respond back to the contact.

    Most of these replies are technical and we do not wish the customer to see them although the agent needs to see them. Can replies to forwarded incidents be added as private notes? Or is there some other way around this scenario?

    Content (please ensure you mask any confidential information):

    Can replies to forwarded incidents be added as private notes?

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