someDude Uh, ok… If i want to use a ticket as a grocery list then let me? There is the ability for me to email my wife with grocery options, and for her to reply. I can add the items as checklist entries, and check off as I shop. I could have custom statuses for tickets called im-shopping here, driving home, gave up and got fast food. I could even link vendors (grocery stores) to track what stops i need to make and in what order, then plan it out using Trips.
To reiterate, a ticket is a record, how you use it is up to you and your flow. So what i am saying is that i agree with you, just not explicitly. Having options to override defaults is how we can resolve a portion of your request
someDude I've been bit by this a few times defaulting to 'internal'.
while also not breaking anyone else's, as I love internal by default.
Furthermore,
someDude Also, it would be helpful if the ticket thread stated if it was a public comment with email or just a public comment.
Started to reply here, but made a post and linked here for clarity:
digibandit 
If i edit the comment's border you can see it better:
It would be best for these colour coding reply types to be 10px wide instead of 1px wide, and to have a seperate colour for comment and email vs comment.
.border-left {
border-left: 10px solid #dee2e6 !important;
}