Why are end-user comments showing up as internal notes?

Question

When the client replied to an update, their reply became an internal note. Why is that?

Answer 

If the user who comments on the ticket is not the requester or a CCed user, it is expected behavior that their message becomes an internal note. Internal notes from your team are not visible to end users.

For a complete breakdown, see our article on understanding when email replies become public or private comments.