I get the same format email on a watched ticket for both private notes and public replies. Both identically state that an agent “has responded” — that is, given the notification below, I have no idea whether Wilma replied to Barney or if she was griping via private notes.
Hi mbauman,
Wilma Flintstone has responded to a ticket you are watching
Ticket: #1234 This is a bug
Requester: Barney Rubble
---------- Agent Response ----------
Barney is a demanding customer who calls everything bugs
---------- ---------- ----------
These notifications should be different.
