It would be interesting to allow ticket creation with an internal note, ie no accessible by customer. Sometime, we have to create a ticket related to an equipment used or rent by a customer/company but this "link" between customer and ticket is just used for statistics, customer doesn't need access to this ticket and if we have to exchange with customer (it happens), we'd use the reply button in the ticket zoom. For example: we receive an alert from an equipment rent by customer. From this alert, our support team create a ticket with the alert message (raw message) and give the ownership to an engineer. Engineer works on this alert/ticket and if he needs to exchange information with customer, he'd use the Reply button but customer won't access to the first message used to create the ticket.
Idea No. 1307