Petra Szasz

I'd also love to have an update on this and when they will be going live. 

Would save me creating bulk amounts of reports with a simple change of just the group being different. 

Our company are extremely intrested in this functionality as well.
 

The customer service team and our Purchasing team are going to be in the one instance.
The customer service team will put in requests to purchase stock to our purchasing team where they will need to send a new ticket off to the supplier. 
Idealy in this situation we would like to be able to merge the Customer Service ticket into the side conversation (child ticket) of the supplier comms ticket.

Like the original poster we tend to try and keep internal comms as side convos and external comms on main tickets. 

Since the new Announcing ticket conversation improvements (default experience) Launching recently.
We have noticed this same issue now escilate. Our SLA's rely on Public replies therefore when ccs are replying or new additions to the trail chiming in and their comment being flagged internal has caused our SLAs to not trigger and workflows are harder to priorities. 
Is there a resolution that anyone has come across so ccs and new ccs replying are not flagged internal?