Might sound a bit basic, but we tend to take a screen capture of the email message when that happens and just paste it in as an image on private note. A bit crude as I say but it works. It’s not a common occurrence for us though.

thanks for the suggestion but since we’d want the text within the email to be part of the search index a screen cap wouldn’t work so well.  what we’re doing is taking the email and selecting forward (so we get the message header) and then copying and pasting that whole text block into the ticket, or downloading the .eml file and adding it as an attachment to a private note (but again, not text searchable).

Hi there,

At the moment, Freshservice doesn’t support adding/appending conversation as private notes via email if you use commands or subject line tags like (ticket IDs), The only way replies gets added as a private note is if the agent forwards the thread to the requester from the portal.

I guess any complication can be reduced/avoided if the agent just copies the email text, pastes it into the ticket as a private note. Doing so is manual and not automated (can even be considered a stone age practice lol), but it solves the issue at hand and the text also becomes visible in ticket search. Any email that is received by the agent (in the agent’s mailbox) cannot be accessed by anyone else (assuming the context of this request is to attach email received by the agent in his/her mailbox to be added as a private note). At times, if the agent forwards the email, if the exact INC subject isn’t included, this will create a new ticket. Don’t take me wrong, this is just my suggestion.