Flag to default all comments on a Service Desk ticket to be an internal note

Release notes

When a team is discussing an Service Desk request the team will often want to make multiple internal notes with information on the issue. This release allows internal notes to be the default option for Service Desk issues which have external participants.

Problem to solve

When a team is discussing an Service Desk request the team will often want to make multiple internal notes with information on the issue. Currently Service Desk defaults to making all new notes on a ticket public resulting in an email being sent to the external participant.

The default can result in internal information being accidentally sent to the external user if a support agent forgets to tick the internal note box every time.

Proposal

There should be a Service Desk option to allow default all service desk notes as internal for issues where an external participant has been added. The support agent can then untick the confidential note box to explicitly email the external user.

Intended users

Service Desk manager