When creating a ticket behalf of the user, Sirportly automatically sends a "initial update" to the requestor. It's definitely useful for some occasion, but sometimes we just initiate a new ticket with some staff comments and reply to the customer later. So it would be nice if we could set already the initial update as private. Or even better it would be if we could add a private update and initial reply to the customer in same page - very much same way as you can do in the Follow-up tab.
Complete We've implemented this suggestion!