Hello,

This statement:

If the recipient of the ticket notification is a follower, and the ticket already includes private comments created from email, the reply becomes a private comment. However, if the Make email comments from CCed end users public setting is enabled, the behavior changes and the reply becomes a public comment instead.

Appears not to be true; I have had support exchanges with Zendesk Support where this has been shown not to work and yet this has been said to be working as intended. Therefore please can this page be updated with an accurate description of the behaviour, or can this setting be made to do what it says above?

Thanks!