Scenario: A customer creates a ticket and I forward the ticket to a fellow agent for their input. Currently if they reply to this it inputs their comment as a public note. The customer then receives an email with the public note included.
I would like to request the feature to be added that if an agent in your organization replies to an email for a ticket it is entered as a private note.
Or if an agent replies and it is still entered as a public note, a way to turn off external notification of public notes to people outside our company while still allowing our agents to receive public note notification.
Thank you.
