Replies from Outlook (actionable item) are marked as private

Replies from Outlook (actionable item) are marked as private

Hello,

we are evaluating ServiceDesk Plus Cloud and I encountered the following:

When a technician replies to a new request in Outlook by using the actionable item button "reply", an E-Mail is sent to the requester with the text. So far so good. 
The reply is also visible in the ticket conversation history, but it is always marked as "private", and only the technician can see it.  It´s a bit confusing for our users.´They do get the E-Mail with the reply,  but they don´t see the reply if they log on to the ticket system and check their request. 

Why is it marked "private" per default?  In my eyes it´s not really private, because the user received it already via E-Mail anyways?
Is it possible to change this behaviour?

Rgrds 

Daniel 



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