When the customer clicks on their case link (generated from the {ticketurl} in the auto-reply email, shouldn't they see the whole case history? Apparently, they are only seeing the initial portion of the case and not any added information. Ex. If they reply to their auto-email, it gets tracked in the case because the case number is in the subject line but they see no evidence of it when they click their {ticketurl} link. Although, I see it because I am the fogbugz user. I see the whole history and they don't. Why is this?
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they see anything that is tracked via emails, don't they? They don't see any comments that are put there by editing the case internally. We see this as a good feature where I work; developers can put whatever comments they want in the case and be comfortable that the customer won't see it (there are some things we don't want the customers to know :). If there's a progress report or anything else that the customer should see, we send it in a Reply - they get an email and it's tracked in the visible part of the Case. |
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