Product Update
Get Automation Rules to Ignore Internal Notes
A new Boolean property has become available for automation rules.Β This property makes it possible to ignore internal notes that have been added to requests.Β The new property is calledΒ public.Β The screenshot below presents a simple example of how this property can be used in an automation rule.

Because it is a Boolean, it can also be used to ignore any public notes.Β This is done by simply changingΒ public = trueΒ toΒ public = false.