Emily

My team was not notified of this update, which means we couldn't educate our agents on the change. As a result, a number of our agents have mistakenly written a reply to a ticket as an internal note, which means customers were ignored for days/unless they reached out again. Very disappointed about this change and the lack of communication. Anyone who uses a third party integration, like a chat bot, will be affected by this. 

https://support.zendesk.com/hc/en-us/articles/360022912233 This link is dead and doesn't redirect anywhere, please update it.