Question
I added a new ticket and sent the customer an email as a public comment, but they replied with an internal note. Does this mean that customers can see my internal notes?
Answer
No. Customers cannot see your internal notes (private comments). If someone who is not the requester or on the carbon copy (CC) list replies to the ticket by email, the update appears as a private comment.
For more information, see Understanding when email replies become public or private comments.