What does it mean when a support case is tagged as 'internal only'?

When a support case is tagged as 'internal only', it signifies that the case is meant for internal use within the organization and is not accessible to customers or the public. This designation is often used to ensure that sensitive information, internal discussions, or critical operational issues are handled confidentially among staff members.

By indicating that comments are added to the case record only and not emailed, it clarifies that the communication about the case will remain closed to external eyes, thus maintaining privacy and control over the information. This serves to streamline internal communication while preventing any inadvertent sharing of details that may not be appropriate for customers to see.

In this context, the internal-only status emphasizes the importance of managing certain information strictly within the internal team. While it is true that other elements regarding viewability and sharing could also be relevant in different scenarios, the specific focus is on the management of comments and internal communication flow in relation to the case.