Currently, all comments created through the MCP integration are Public, meaning customers can see them.

Suggestion: Add the ability to add Internal comments 

Use Case: Internal comments  are crucial for internal team communication on customer tickets, allowing agents to share sensitive data (like PII, payment info), discuss strategy, or add diagnostic notes without exposing them to the customer, ensuring confidentiality, compliance (GDPR), and preventing accidental public sharing, thus keeping sensitive details off the customer portal while maintaining a single source of truth.