We do not use the feature of sending a message to the contact. We want to use this feature, but at this point we cannot see if a contact received a message yet (knows about the ticket)
For example I create a ticket and check "Notify contact". A message is send to the contact. From that point on the contact can see all notes from the ticket.
When my colleage is going to fix a problem and starts adding notes that are not suitable for the contact, he cannot see if the customer has been notified.
It would be nice the see per note if the customer has been notified.
A option to set, for the contact, invisible messages would also be nice. Could be done with a checkbox (Internal note?).