Creating Private vs. Public Comments
You are using Email to Case Premium, and would like for comments to be inserted as private vs. public.
All E2CP users can control whether a comment is public or private from the packaged New Comment page when creating outbound messages.
When processing inbound emails, Email to Case Premium will add all comments as public by default. There are two options to override this.
1. Add a Workflow rule (or other local automation) to update the comment after insertion, setting it to private.
2. Enable the Private Comments Based on Recipients settings on the Email to Case Premium Inbound Configuration page.