How to notify agents when private note is added

Yes, if you enable “Note added to Ticket” then that will notify the Agent of a private note. 

Hi.

When a Private Note is being added, you can specify the agents to notify to:

This will use the corresponding Email Notification Template, which must be enabled:

Regards,

Ah, I’ve seen that but i’ve found that is regarding commenting on the ticket, not Public or Private Notes.

Hi.

Would you mind elaborating on “commenting”?

When information is appended on the ticket, that is considered a Public Note.

Regards,

@shs_tim.hobson you can also use a workflow automator instead of the standard out of the box options.  We use the one below specifically for a certain group because they are outside of our tool however you can change the action item to be to a specific agent or a (action performing agent)
 

Sure, commenting to me is when the requester replies to the ticket.

@shs_tim.hobson you can also use a workflow automator instead of the standard out of the box options.  We use the one below specifically for a certain group because they are outside of our tool however you can change the action item to be to a specific agent or a (action performing agent)
 

 

Why wouldn’t you use “Note added is of type” - “Any”?

To me that would pick up if the note is either public or private 

But then i cannot pick up from the Placeholders what the note actually said as there isn’t a placeholder for it.

No matter what i try i cannot get the private note to show in an email and to me this is pretty pointless.

Even when i try to use @agent_name the text in the private note is not sent as an email. There are times where we want to add a private note to tickets and the text to be shown to agents in their mailboxes.

It seems that this is not possible!

Does anyone know how to do this via an API action in workflow automator just like this person wants to do:

Sending a Private Note using an API call - Product / Customize x Workflows - Freshworks Developer Community

Why is it you can do this in FreshDesk but not in FreshService?

Threads on Private Notes - Private Threads in Freshdesk : Freshdesk Support

@shs_tim.hobson Mine was just an example of what ours is. Yes for you instead of any it would be private as the trigger, there is a way to pull conversations via api and then attach the most recent private note to the email. We also do this for something else, it is in depth process but if your comfortable with api calls it can be done. 

I had a look at the API options but i’m not sure what i need to configure. I’ve put a support request in to see if someone at FreshWorks can help.

@shs_tim.hobson   - if you are testing with your own account as an agent, where you are the Agent then the notifications will not trigger.

Try the above suggestions with a requestor account  posting the comment :D 

I need help with this problem but unfortunately when i submit the topic, they say something went wrong 

Ok, it sounds like the requirement here isn’t clear. 

the Statement of “Update the agent when private note is added” could mean a lot of things. 

Who’s adding the private note? the requestor/another agent?

Which Agent needs to be updated? the assigned agent/another agent?

I have a test requester account and I’m testing with my agent account.

Testing private notes with a requester account is pointless as I'm wanting private notes to be delivered to the mailboxes of agents of the agent group so the agents can be alerted when another agent posts a private note on the ticket as this may signal that they need help or “off conversation” about the issue but keep a log against the ticket.

I will test this with another member of staff who is part of the agent group which has been assigned to the ticket but i have a feeling this will not work as expected.

Will post back on here with findings.

The Private note is being added to the ticket by an Agent (doesn’t have to be the assigned Agent, but more than likely part of the assigned group). 

The agent(s) that need to be updated / notified are those who are part of the agent group for the ticket. Obviously anyone that gets mentioned with the @ sign is notified anyway. 

Thank you! This is just what i was looking for.

@Roxwell Taking this further, is it possible to show the Agent name in the notification email so when you posted the private note it picks up your name and shows that you have added a private note and long with the time and date of when this was added?

Yes you can, 

@shs_tim.hobson  https://www.loom.com/share/dbb1f1cfe0de4652995dcec31dc4186f?sid=935978d1-3676-4578-a3b0-618a089e2e74 

Thank you for this!! 😁

Just wanted to add a tip that might help someone on this subject:

you can switch the word “public” to “private” in the placeholder if you want to include the content of a private note in, for example, an email sent to an assigned agent via Workflow.

{{ticket.latest_public_comment}} → {{ticket.latest_private_comment}}

I'm not sure why Freshservice doesn’t offer this placeholder as an option—there are probably more hidden ones around.