Sometimes it would be valuable to make private notes in a ticket without sending out an email notification to all subscribers (or all technicians). Today the only option when adding information to a ticket is to either use "Reply" or "Reply + Only for technicians" but both these options send out notifications unless everyone is unchecked. Forcing technicians to manually remove all subscribers makes it easy to make a mistake and sending information intended for internal use to an external party is really something you want to avoid.

So I would like an easy way to make private comments that you are sure will not be sent to someone that is not a technician and also make it possible to make a private comment without notifying anyone, even technicians.

It could work something like this:

• New button next to the "Reply" and "Reply and close" buttons, lets call it "Make private comment" just to call it something.
  
• Writing something the the text field and pressing "Make private comment" should:
  
  • Add the text as a comment in the ticket history. This comment should never be sent out to a customer automatically and not be visible in the portal for regular users.
    
  • The "Only for technicians" toggle could still be present. If it was on a notification is sent to subscribing technicians, if off no notification is sent to anyone.