I feel like there has to be a way to do this that I am missing.

When I have my phone agents create a new ticket from a phone call, I want them to be able to add their notes through a Private Comment, and have it added to the conversation thread like a private comment.

When I use the Description field, it includes that information into the thread that is sent to the customer, and sometimes these notes should not be customer facing.

We've been using a new field called "Internal Description" as a workaround to keep it hidden, but that field can be changed by other reps, and has no control over the data inside of i.

How do I set this up to work the way I want?