Feature Request Summary:
In the original workspace, toggling between internal notes and public replies required one click. Now, the same toggle requires an extra click. I would love it if that extra click (which arises in the drop-down) could be consolidated back to one click.
The use case would be to cut unnecessary time in toggling between public replies and internal notes.
Business impact of limitation or missing feature:
As agents often have to make both types of comment updates on the same tickets, the extra click to toggle back and forth between public replies and internal notes causes wasted time in the long run.
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