Zendesk Support switches the reply box in the new interface to the last ‘state’ of the ticket. In the case of Answer Bot this is an internal note. As a result, our agents have to switch the state of every ticket manually from an internal note to a public reply. It would be a great addition if we were able to choose a public reply or internal note as a default state.
Subsequently, if an agent writes down a reply in the internal note box and later on switches the state of the ticket to a public reply, the written text is removed. In the past, this text carried over from an internal note to the public reply. It would be a great addition if this would be possible again.