Please redo the UI for Internal Notes so that Internal Notes are not coupled with Public Replies but are still previewable.
The current UI for Internal Notes needs improvement. Our company tends not to use the Internal Note toggle because it is too easy to accidentally send customers Internal Notes that way. Good Internal Notes, however, are vital to our support service so we need a better UI for them.
One suggestion is to remove the Public Reply / Internal Note toggle button, and create a separate previewable Internal Note section in the main frame of the ticket window that is clearly distinguishable from the Public Reply section (perhaps give it a different background color).
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