External email is what i use to send out emails to the user after they send one to me.
The initial setting is setting the reporter to the email and they are a watcher.
When they send emails back, they don't get an email with their comment which is good.
If another agent wants to send an internal comment, then the external email gets an email of it too. It shouldn't do that. If I remove the external email from the reporter or the watcher, then they'll get emails for their comments.
Ensure that they won't get internal comments and that they won't get emails with their own comment.
Do you include comments in the email template?
Is it how you get internal comments being rendered?
I guess this is what you meant, and now I understand, but please confirm or explain.
Internal comments removed from comment list, just like limited visibility comments
So i would continue testing the email for help desk email testing and the email would eventually be saved. Then later external comments and internal comments are treated the same. In a real case, we'll have repeat users but we will still want internal comments. We don't have a set defined list of customers and we don't want them to register and waste time. We just want to be an email only help desk.
Tested with $publicComments variable
Released in version 22.214.171.124