When posting a private ntoe it does not stop the response.  eg, if we call a customer rather than reply then we update with a private note to say "Called customer" then the response is not met.  If we add a public note then the response is met.

There is too many cases of the engineer not changing to public note which is causing the response timers to not be accurate.  Is it possible to disable the private note option or even make the public note the default option?

We treat all tickets on the system as being able to be viewed by the customer at any time so we really do not have any need for the private note function.