Customer cant see Agent Updates

[leecz]

Please can someone explain logic behind supporter (Agent) Updates? Im currently dealing with a problem that customers cant see supporter updates until ANY change in task ownership is made. Im not sure if thats how it should be or if I can modify some settings which may influence this behavior.

I want a customer to be able to see (thru customer portal) any update made to ticket which belongs to that customer.

hope its clear please help

regards
Lee

[adupre01]

I'm not quite sure what you mean by "support updates". It sounds like you are asking about the difference between internal and external notes. If the agent selects internal note, the note will be visible only to other agents. If you select external note then the note will be visible to agents and the customer through the customer portal.

If you want to set external note to be the default then check in the sysconfig in Ticket::Frontend::AgentTicketNote###ArticleTypeDefault

[leecz]

Thanks for reply. Yes thats exactly what I mean. Let me test it based on your advice.

JK