When an Agent replies on a ticket, the message can either be private / internal or public. By default, any message from the Agent is private / internal, only accessible to the team of Agents. To send a public reply, the Agent can add the reaction emoji 🎺 (:trumpet:) on the message to send it as a public reply message back to the requester(s).
Private/Internal replies by default
Replies from Agents on tickets are by default private/internal and only available to Agents. Public replies can be sent to Requesters(s) of the ticket by adding the 🎺 (:trumpet:) reaction emoji on the message.
Public replies by default
Replies from Agents on tickets are by default public and sent directly to the Requester(s) of the ticket. Private/internal comments are added by adding the 🔒(:lock:) emoji before any message text.
Approvals and Followers
This settings does not apply to Approvers and Followers. They will by default send private messages and need to add the 🎺 (:trumpet:) reaction emoji for public replies.