Difference between "reply" and "edit"
Currently, the normal behavior of the Helpdesk plugin is as follows. When the "Reply" button is clicked:
Then the "send note" (sending an email to the customer) is enabled automatically:
But if "Edit" of a ticket is selected:
Then it is supposed to be a comment for the inner team and the "Send note" option is disabled (so, it will not be sent to the client):
Now, we could see the difference in the ticket itself. The reply sent to the client has an envelope icon that indicates the corresponding contact who has received it. And the note accordingly is just a text inside Redmine: