Hide System / Auto-Reply articles from customer ticket zoom

[Ben Brenneman]

I was able to hide system generated / auto-reply articles from the ticket zoom on the Agent side, but can not seem to figure out where or how to do this on the Customer side. The Customer interface does not seem to have any „article filtering“ abilities that the Agent interface has.

Because of this, customers will be forced to see all the System generated / auto-reply messages in a given ticket, which will be annoying and confusing to them, and will discourage their continued use of this otherwise great product.

Does anyone have any recommendations? Thank you in advance.

[Renée Bäcker]

For the articles created via „ticket notifications, you can uncheck the „visible to customer“ checkbox. This is not possible with „auto-reply“.

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