We recently started using freshdesk and have set up an automation that attaches a private note with a table to each ticket (for our time tracking). Unfortunately, neither agents nor administrators can edit this private note from the system, but private notes from other agents can be edited. What could be the reason for this and how can agents also edit these private notes from the automation?
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Greetings from Freshworks community!
In regards to your query of adding private notes through Automations, this private note cannot be edited by the agents nor the Admin as this is being added automatically by the system through Automations. This is an expected behaviour and regarding your other query of giving access to agents to edit the private note in Automations, you can create a custom role https://support.freshdesk.com/en/support/solutions/articles/96909-controlling-agent-access-with-roles for the Support agents and provide the access to Manage the Automation rules as per the boxes checked in the below screenshot:
I hope this clarifies.