Currently, the default setting can only be configured at the organization level, which applies to all users and roles. However, there are use cases where teams may want to set different default behaviors for specific users or roles (for example, making “Internal Note” the default for certain operational roles who primarily collaborate internally).
It would be very helpful to have the ability to:
- Set the default comment type at a user level, or
- Configure it at a role level, instead of only at the organization level.
This would provide greater flexibility and help reduce the risk of accidentally sending public replies when an internal note was intended.
