Helpdesk - Hide conversations

[JJ9]

Hi together, 

I am looking for explanation, what are the advantages of hiding a conversation-email in Helpdesk: 

Does it mean, that customer does not see this one in our customer portal? 

However, just me, as a user (or Admin), can unhide this conversation, I really do not get the advantage for other reasons.

Thanks for explanation. 

Br,
Jana

[JJ9]

Hello Kennedy, 

I am not sure, I would like to use this one. Do I have the possibility to turn it off for our users? Or is this a standard set-up from HS?

Thanks

Jana

[kennedyp]

Hey @JJ9 -- this is a standard feature that cannot be disabled, but you do not have to use it or hide any emails! 

[kennedyp]

Hi @JJ9! As @Jnix284, @danmoyle, and @Adriane mention in the thread Confidentiality of Emails in Help Desk, the hide function hides these messages from all users and is typically used to conceal sensitive information. 

Best,

Kennedy