Option to define default setting for comments and description in ticket forms:
•Add new comments as public by default: If this option is enabled Public Reply is set as default reply for comments in the ticket form. If this is not enabled then Internal Note will be set as default reply.
•Description expanded by default: If this is enabled will ticket description field be default expended when ticket is opened. If not enabled must agent click Show more link to expand the field and display entire description if it too long to be written in the collapsed field (default height of collapsed description field is a setting defined by administrator). The setting affects both Restricted and Edit ticket mode.