How can I make all email-replies coming FROM TECHNICIANS - "for technicians view only"?

Some of our clients requested, that when a "technician" replies to a ticket via email - this reply should enter the system as "for technicians eyes only" to prevent accidental sensitive information from being sent to the customer.

While we don't have a built-in feature for that, there's still a workaround: simple add #tech# to you email template subject line:

This way, when a technician replies to the email notification he received from the system, his reply will also include #tech# in the subject, making his message marked as "for techs only" (see Email API help section in the inline help).

P.S. You can also use "Custom JavaScript" to pre-check the "for techs only" flag in the web-UI.
Creation date: 1/17/2019 11:13 AM      Updated: 1/17/2019 11:15 AM
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Jitbit Helpdesk ticketing system - setting up email integration and solving common problems