Previous behaviour was it always defaulted to Public Reply
Current Behaviour it defaults to the last type of message used.
This is a problem for me, we have a system where Light Agents give me the ticket solutions (they are all techies) and then I check the message is perfect and release it to the customer.
This was fine before but now.
The majority of replies I get will be LA's, so I'm always defaulted to the Internal Note as an LA has posted on that.
So every ticket to the customer now we have to change that option to Public Reply
So this adds to the work needed.
I have spoken to Zendesk about it and they say its a global change for all acccounts :(
What I would suggest give me a setting where the user can set a preference on his/her account, so we can specify which we would like it to appear as. (Public Reply or Internal note etc) This would work for both me and the LA's.
Can this be considered please.