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You have a choice of Add internal note or Reply to customer. If a comment made was an internal comment, you will see INTERNAL to the right of the comment. If you do not see INTERNAL, then an email was sent to the customer.
If you would like to edit an internal comment, you must be on the Comments view (not the All view), click on Edit and edit as needed, click Save.
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To add a CC, use the Request Participants option. |
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