We've had internal notes by agents appear on emails sent to customers about their case. (The internal notes are marked in yellow boxes.) What feature do we disable to prevent this from happening?
Setting to stop internal notes from appearing on outgoing client emails
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This definitely isn't expected behavior so I'm going to create a ticket on your behalf so our Support team can look into this with you.
You'll receive an email shortly stating your ticket has been created.
Thanks for reporting this to us!