Hello Deepshri,

This generally occurs when the agents reply from their personal inbox instead of the freshdesk page. This adds a public comment on the ticket instead of a reply that would be directed to the original sender.

Ofcourse, we would want the users to be updated about their tickets ;-) We have an inbuilt system that triggers emails on key moments of a ticket cycle and agent reply/note is also one among them. You can activate this under Admin -> Email Notifications -> Requester Notifications -> Agent adds comment to a ticket .

Cheers!