User Story: As a product manager, I get CC'd on a ton of support tickets that get sent to my inbox. Usually they are submitted by the CSM and support team so there's no harm in sending back whatever pops into my head. On the off chance I can't sleep at night or am curious about something, or know something off the top of my head, I shoot a quick email back in the ticket answering whoever CC'd me and adding my comment to the ticket. However, little do I know until I get a slack message that sometimes the customer is also CC'd on the ticket - not the ideal audience for messages that I imagine would have been internal only.
Expected Result: There's a rule or some setting that the CSM or Support rep can apply to my responses from email related to this ticket to make it internal only. Then, any time I've sent a response it's private in the ticket so that they can translate the issue neatly and discuss with the customer professionally.
Actual Result: Customer gets all of the internal notes about our system nuances that is better staying in house and the CSM looks bad to the customer.