What is the purpose of checking the Internal Only check box on a Case Form?

The purpose of checking the Internal Only checkbox on a Case Form is primarily to control the visibility of comments made in the Reply window. When this box is checked, the comments are designated as internal communication and are not included in emails sent to the customer or anyone else outside the internal support team. This ensures that any sensitive or internal discussions remain confidential and only visible to those within the organization.

By preventing comments in the Reply window from being sent via email, this feature allows support representatives to have candid discussions or clarifications about the case without worrying that such information will be disclosed to the external contact or customer. This is crucial for maintaining privacy and clear communication channels within the support team, especially in situations where internal protocols or sensitive information is involved.