Hello everyone,
we would like an option to set the default visibility of newly created outgoing emails within a ticket to “internal”.
For notes, Zammad already provides an option to define the default visibility. In our environment, new notes are therefore internal by default.
For emails, however, this is currently not possible. New outgoing emails are public by default and must be manually changed to internal whenever needed.
Our use case is the following:
Within an existing customer ticket, our agents sometimes send emails to
- internal colleagues
- external service providers
- other parties involved in resolving the ticket
These emails should still be sent normally and remain documented within the ticket. However, the corresponding article should not automatically be visible to the customer in the customer portal.
At the moment, there is a risk that an agent forgets to change the visibility to “internal” before sending the email, which could result in internal communication becoming visible to the customer.
Our preferred behavior would therefore be:
New outgoing email → internal by default
If the email should be visible to the customer, the agent could then deliberately change it to public.
Ideally, there could be a setting similar to the existing default visibility option for notes, for example:
Email – default visibility: internal / public
From our point of view, this would be especially useful to prevent internal communication from being published unintentionally.
Does anyone else have a similar use case or see value in such an option?
Best regards
Anastasia