Further to the trailing thread, just wanted to let you know that we have performed the following fixes based on the most frequently reported concerns on this forum:
Concern raised: If an agent (say John), adds a private note to another agent (say James), a notification mail is sent to James' inbox corresponding to this note. If James replies to this note from his inbox, the reply is being added as a public note on the ticket instead of the expected behaviour of being added as a private note.
Update: This issue has been fixed and replies to email notifications for private notes, will be added as private notes on the ticket.
Concern raised: If an agent (Say John) forwards a reply to another agent (say James), an email is sent to James' inbox with the forwarded content. If James replies to this forwarded mail, his response will be added as a public note on the ticket as he is an agent. However, expected behaviour is that the reply to the forwarded mail is added as a private note on the ticket.
Update: This issue has been fixed and agent replies to forwarded mails will be added as private notes on the ticket.
Hope the above fixes resolve the pressing concerns raised on this forum. Thank you all for your patience during this fix and for your helpful suggestions.