Hi
I've just had a customer add a private note to a ticket. How and why is this possible and how do I disable it? Is this a bug or a feature?
Since it was a private note, it did not reopen the ticket that was already closed, and agents did not get notified about it.
Customers should be able to just add regular replies to tickets so that agents get notified and ticket gets properly reopened instead of staying closed. I thought the private notes are just for agents to add extra info between themselves about the ticket.