Not quite correct when I understand you correctly.
Because:
Handling notes in zammad is achieved in two ways:
- private note
- public note
First option should be default. Private notes (only agents can see) should not be seen by the customer in full quote or web interface. I don’t know if this also applies to public notes as I am unsure how zammad handles that.
Personally I wouldn’t quote notes, because they don’t belong to the E-Mail conversation. But you can test that of course.
Another hint because I saw it on your screenshot:
Notes that have red borders are private, you can switch them to public if needed.