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An example.  A ticket exists between an Agent and a Requester - I as another agent am asked to order something for this ticket I order something from Amazon.  The email I get from amazon I would like to add as a private note to the ticket by forwarding that email into the Freshservice ticket maybe with a subject of TICKETID=123; Add private note.

 

This is a poor example but is it possible to email an update into a ticket without being part of that ticket conversation and using something in the subject line to add to a ticket rather than create a new one?

Hi.

Yes, as a matter of fact, what you just described is the way to.

You just need to use the proper syntax for the ticket number, which is [#INC-nnnnn] or #SR-nnnnn]. That is, square brackets plus the hashtag, then the ticket number (including the INC- or SR-.

 

The email you’ll be forwarding will be appended as a note.

Please be advised that, if you are part of the ticket, like being in the CC loop, it will be added as a public note, hence, the requester will be able to see it.

 

Regards,

Elvis

That worked well with only one downside, I was not part of the ticket (CC loop or otherwise) the note created was a public note and not a private one.

That worked well with only one downside, I was not part of the ticket (CC loop or otherwise) the note created was a public note and not a private one.

Hi.

Forgot you mention, you need to use Email commands in order to specify it be a Private Note.

 

Please refer to this:

Can an agent reply from their mailbox and have it added as a private note instead of a public note? : Freshservice

 

Regards,

I’m probably doing something wrong with the syntax no matter what I try and have attempted many different options I cannot get the email to insert as a private note.

I’m probably doing something wrong with the syntax no matter what I try and have attempted many different options I cannot get the email to insert as a private note.

You need to use double quotes.

For instance:

@SimmonSays “action”:”note” @SimmonSays

Ensure to include the @ with your setup word, and the double quotes for the words.

 

Regards,

Thank you so much for your help.

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