Hey,

we use the ticket system in the following way:

User has a problem → reports problem to local admin → local admin tries to resolve the problem by themselves → if local admin can’t resolve the problem they create a ticket 

The local admins can put the user as CC in the ticket. We would like to have the user then receive the agents answers so they know when the problem is resolved.

We don’t want the users to see the public notes that are written in the ticket (they don’t have a requesters account) because we use the notes as a communication tool to communicate with the local admins. 

The problem is that every answer sent from within the ticket also includes the previous answers and notes from the ticket. Is there a way to disable this behaviour and don’t include the notes?