When trying to fill in a NOTE on a ticket, it is possible to add it into the REPLY box by mistake, as the boxes look very similar. We would like a stronger visual distinction between the reply box and the agent note area to minimise the risk of agents accidentally adding an internal note as a reply.
Different backround color in the text box would be helpful. >
Green for "Reply"
Red for "Note"
I just wanted to direct you towards the article below:
It describes how to setup a simple app we've created which allows you to set the background colour of notes and replies so you can better distinguish between the two.
Hope that helps :-)