We have Public, Private, and External note types by default. Is it possible to add a custom note type, and by extension to then take action based on them?
For example, is there a way to add a “Status Note” option that functions the same way, except that it’s noted as this particular note type. I should like to make the text of the most recent “Status Note” visible to clients when they view their tickets, so they can always see the current overall status of the issue.
The main use of this would be in having an overall status (e.g., “This issue is waiting on development, but there is no ETA.”) independent of the whole request’s history, which includes possibly numerous statements related to the ticket being worked.