We have several queued, forms and workflows set up. For one of these queues, I would need to change the default from "public replies" to "internal notes".
At the moment, it is just possible to change the default for all the workspace.
Any suggestions?
Internal notes just for special users
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Thanks for reaching out!
Yes you are correct that it is not possible to make the default replies "Private" or "Internal, what is possible is the other way around as it was explained here.
As of the moment, there is really no workaround to make the default comment to be internal as it is an inborn rule, although Light agents comments are set to internal on every comment as a limitation, but this would not seem a workaround in your case.
Hope that helps!