If my understanding is correct, you could probably accomplish this by adding
a event based notification to send out e-mails to agents when a note is
added to the ticket.
Recipient : Either Agent (owner) / Agent (All with write permissions) /
Agent (Responsible) / Whichever group
Event: ArticleCreate
Article type : Note-Internal
and something like this for the message:
Subject :
Is it possible or did anyone wrote a work around to add notes/comments (those internal messages exchanged between agents not seeing by the customer) via email? (NOT via the UI). If not, maybe someone wrote a patch for it?
Thanks in advance,
-sv
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