Problem Definition

The majority of agents (if not everyone) have mistakenly posted an intended internal note as a reply to customer. At least once in their career.

Suggested Solution:

Make the background of the editor when typing internal note same colour as the internal note comment' s background. Like this:

Why this is important

Visual signals are the strongest ones for agents. The background colour is directly reminding the type of the comment to be sent. It will drastically reduce internal note sent as replies to customers.