Freshdesk needs a way to differentiate direct messages from public posts. The tiny lock icon is not good enough. There are some things that are not appropriate to put in a public post and it's too difficult for some people to keep track of the difference. I want my agents to easily know if they can put personal information in their response. Perhaps we could have additional sources?
example:
Facebook - DM
Facebook - Public Post
Twitter - DM
Twitter - Public Tweet
