The capability of adding notes to the tickets and making them visible to customers/internal is there in Freshdesk. I would like to know how I can make these notes searchable to all agents. Sometimes custom solutions are applicable, but not always encountered by the same agent. So if one agent creates a note for a custom fix, another agent should be able to search with a keyword and locate the note for the fix.
Search Notes Function
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Hi Marcus, I agree with you. it has been raised in the feature request forum. Please vote for it there and they might implement a more advanced search.
https://support.freshdesk.com/support/discussions/topics/9785
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