restrict customer to see "own" mails only

[fke]

Hi there,

we would love to restrict the customer to see only mails sent to himself. Either directly (To:) or indirectly (Cc:), based on his domain(s).
We don't want him to see any mails we sent/received/forwarded where the customer isn't addressed.

Is there a way to do this?

Thanks in advance,
Florian

[crythias]

If you don't want to include that information, don't email on that ticket ID. create another ticket (for instance, with your vendor) and link it to your customer's ticket.
or use article-type email-internal.

[fke]

If you don't want to include that information, don't email on that ticket ID. create another ticket (for instance, with your vendor) and link it to your customer's ticket.

Hi crythias,

(who else would answer...) Thanks for your time!

Solving it on a process level is our last resort. We would really love to avoid that kind of 'leakage' on a technical level. So...

or use article-type email-internal.

how would i do that? Doing the same for notes (note-internal), I already stumbled across 'email-internal'.
Who is processing incoming mail? Who outgoing? I.e. created by agents. And how do i tell either part to set mail to 'email-internal'. With said exceptions, of course...

Thanks again,
Florian

[jojo]

Please use only forward for communication with external persons. If you sent the forwarded mail als email-internal the response will also be internal

[fke]

Please use only forward for communication with external persons. If you sent the forwarded mail als email-internal the response will also be internal

Hi jojo,

thank you for your help.
Any hint on where to start to solve it on a technical level?

Thanks, Florian