Problem Definition

We would like to automatically make all comments from one user to be internal comments which cannot be viewed by the customers.

Use Case

1. The particular user may be a bot, or some form of automated reply and we want all comments from this user to be internal as default so it does not clog up customer's view.
2. The particular user may be a SOP reviewer who performs quality control on responses by Service Desk agents and we want the comments from this user to default to internal only.

Suggested Solution

Implement a feature to default all comments from one user or a group of users to internal or public.