Reflecting decision to default Zendesk to private notes

Created by: virginiaulrich

Updates to reflect our team decision (here) to default Zendesk replies to internal/private notes (instead of public) since much of our work happens in internal notes.

Pretty sure that you will NOT see Zendesk work like this until you have a new ticket (even though the setting has been changed, I don't think Zendesk applies to to any ticket created before 1:30pm pacific on 2021-03-15).

Having the team review for awareness of the change, plus how it works ^, and to suggest any changes to make the updates more clear!