Whenever ticket is being made by any contact and one of your user replied to that ticket for eg User1.

Then after sometimes if User2 want to update the status  of ticket on same ticket after User1 reply, then User2 cant get option of reply instead it showed as "Marked as Private".

In other words, Users cant update any status on company internal replies.

Please guide how to fix this issue as User must update status by keeping intact all old conversation of other users.

Regards,

Brian