When a FD user who is also an agent fwds an email, a ticket is created on behalf of the original sender (assuming this option is turned on).
The issue is that if the FD user adds some commentary to their forward, this is included as a part of the ticket and would be included in the Agent' reply and visible in the ticket to the requester. This commentary could include notes meant ONLY for internal eyes so this presents a huge problem. It would be ideal if this text could be put in a private note instead.
Anyone have any solutions to this?
