We have created an out of the box support portal for our v9 CRM organisation.
What we want to ensure is that there will be email conversations with either internal resource or external company's such as MS Support that will be relevant to the case and therefore is right to be tracked against the case however not necessarily for the customer. Currently with our 'out of the box' portal the customer gets to see every email tracked against the case.
What I would like to do is somehow mark the emails as 'internal only' therefore not visible to the customer in the portal
Does anyone have a straight forward way to do this? and if so, how easy would it be to adopt this for historical cases?
Many thanks in advance
PaulB
