In an attempt in our organization to move away from Outlook as the main communication method (I know, long and troublesome road), I would like to remove or at least disable the option to send a reply in a ticket. Our idea is to only work with public and private notes and if we need to ask a question to the requester and we require an answer, switching the status to “Wait for requester” will send an e-mail to the user with the last public comment and a link to the ticket for them to add a new public note with the answer. I already have the mail ready as a disabled Workflow, I'm hoping to be able to get rid of the reply button.
I know there is already a default E-mail notification for when a comment has been added, but we decided to disable that mail, because we want requesters to look at the ticket in FreshService if they want to see the status. We only want to have such a mail sent if we require an answer.
EDIT: I can't edit the title, but I want it to say “Option to disable or remove the reply button from ticket view”
