When an agent gives a comment this is standard a public comment. However most of the mistakes our agents make is that instead of a private comment they commented publicly directly to the customer, hence it was an internal note to another support agent. Not good in finding the right solution for the customer and agent.
In order to fix this I want to propose the following feature request:
When an agents opens a ticket I want to set the standard to:
- set private comment
- OR set public comment
PER agent.
So for example:
When an agents opens a ticket the private comment is set as standard (now solely the public comment is standard).