Hi!

We have cases were different agents interact with our customer-facing tickets with different roles and responsibilities and some of those roles are generally internal in nature/workflow.

As such, some users would prefer if their comments could be set internal by default rather than public.  Perhaps a self-serve option in account settings/preferences for users to set their own preferred default might be a place to start on this?

Thanks for your consideration on this matter - as always with features like this, I appreciate there's always a deeper discussion at hand but perhaps this might be a place to start and evolve the feature from.

Regards,
Tom