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!