When an agent forwards an email thread to an existing ticket, that is supposed to be attached to the ticket thread as a private reply. Something recently broke and all emails that are forwarded to existing tickets are being made public. I tried this on my own by creating ticket as "customer" then I forwarded a random email between two unrelated contacts (neither of them being the "Customer" email), the email attaches itself to the ticket but is made public. I then log into the service portal as the customer and I can see the forwarded email in the customer portal when viewing ticket!!

THIS SHOULDN'T EVER HAPPEN! Fix ASAP. You guys made some sort of update in last week that has broken so many things! This is my third incident that I've come across that basic functionality is broken.

IN addition, even though I have previously removed "Knowledge Base" and "Community" as tabs in the customer service header, they magically appeared there this week. I looked in the HTML and you guys added code to add those in by default. Something with this update you guys have made is no good,

Fix the forwarded emails being marked public ASAP.