aleem bagwan wrote:

Can anyone please tell me what is difference between note-internal and note-external? As far as i know note-internal will send only a web notification, as a trail link, to Agents Ticketview page. Whereas note-external will make available the web link as notification to both agent and customer ticketview page. But in both cases a mail notification is sent to only owner of the ticket and not to all the agents.

Is my understanding correct? Please correct me if i m wrong.

I believe your understanding is correct. Internal versus external refers to the visibility to the customer AFAIK. Nils Breunese.