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Traktip – Private Notes in Incoming Email

It’s time for another Traktip!

Issuetrak’s Incoming Email module (IEM) allows you to automatically convert emails to new issues. You may already be using Incoming Email in your site -- if you aren’t and would like to learn more, we have an extensive Help Center article on the subject.

The module will also convert forwarded messages and replies in the email chain into notes within the original issue. These notes are public by default, however there is a way to make them private. We’ll walk you through how!

How to set Private Notes via Incoming Email

Setting up private notes for Incoming Email is simple, but first you need to have the correct permissions set. The users involved should have the permission “Can view and add Private Notes” enabled.

You will also need to enable the “Private” note default setting.

To get to that screen, click the gear icon in the top right corner. Select Features from the System category in the settings lightbox.

Select System Defaults from the right context menu. It is listed under Site Configuration. In the new screen, scroll down to the Note Default section. Select Private. 

If both of these prerequisites are true, then the notes added through Issuetrak email replies will be set to private within Issuetrak and only visible to those with the proper permissions to view.

And there you have it! If you have any questions at all about Incoming Email, please reach out to your Account Manager! We’re always happy to help!