Issues with Blog comments to Zendesk

Hello,
I’ve recently been asked to look into using this plugin on my companies blog, to integrate better with Zendesk for our customer service folks. After discussingand testing this out, it seems we have run into a couple of issues which may or may not be possible with this plugin.

1: As a customer service rep, I want to be able to reply to blog comments using Zendesk and have my reply posted publicly to the blog when a public reply is warranted.
It appears that this plugin works from wordpress to zendesk, but not the other way around. This would be starting the issue via Zendesk and all communications would go through Zendesk.

2: (Blog manager) has the capability to leave an “internal note”/private note on the ticket created in WordPress with notes that only the CS rep can see and not the individual who posted the original blog comment. This functionality is available in Zendesk and is called an “Internal Note”.
This is probably possible through some sort of combination of the options below the blog comment to zendesk form, although through my tests I’ve not found the correct combination. If this has the ability to be saved as default, that would be even better!

Thanks so much for looking at this and helping me work through these issues.