Good morning,
I have seen multiple topics on this exact subject, however, these are from 8 years ago or 3 years ago and nothing has been done with them. The idea is simple and straightforward; add an option to Freshservice during bulk updates to add a private note.
Right now you can only send a reply, which is also a nice option to have, but I don't always want people to see what we add. It could be as simple as adding another checkbox to the ‘Add reply’ as shown below.
Here are the previous topics on this that weren't replied to with the same idea;
