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We use response templates as an internal note to write down what we have researched of the ticket and what we have found. Recently it has come to our attention that when we use the response template as an internal note it ends up sending the internal note to the customer.
I made sure to select that it's an internal note but it still sends the response template as an reply to the customer. Is this a bug that came out with the new patch or is there a way for us to fix this problem?