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How To Make Actions Internal Only

To make an action internal, whether this means that no communication is sent out to a recipient - or you'd just like to hide your inner workings from customers - take a look the following action settings.


To find your actions settings, head to: Configuration > Processes > Forms > Actions.


Choose an action you'd like to modify.


In order to make an action both hidden from the customer (if they are viewing their ticket from the self-service customer portal) and does not send any communication to the customer: head to the 'defaults' tab in the action and ensure the settings match the ones as below:



This means that agents are not given the option to communicate with the customer and that this action is hidden from them.

If you'd not like to communicate via channels but would like the action to be visible from the portal, change 'hide from contact' to 'no'.


For calendar related actions, have the settings as above, but ensure that you do not have the customer's email in the 'other attendees' field when creating an appointment. This will override the action settings. 



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