Add a method for adding a private update to a ticket via email (e.g. support-private@company.com)
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Ability to add a "private" email (similar to private note)
Replying to the note as a private note from within Freshdesk is something that can be dealt with from an agent education perspective (clicking reply as private note).
A problem exists with replies to the email that is generated by a private note. An emailed reply is posted as a public note - with the contents of the private note within it.
This is problematic for obvious reasons. A policy could be implemented whereby agents are to only reply to private notes via the interface but that is not efficient at all and still prone to human error. Ideally if an agent (most of mine are in the field 8x5) receives an email alert about a note, for the sake of time management and efficiency, it would be nice if they could just reply to the email and have the system recognize that it is a reply to a private note and set it as such as the message is processed.
+12By default, the reply to a ticket from an agent mailbox would be considered as a public reply made to the user. In case if the agents want to add a private note, they can make use of the email commands .
Cheers!
That's still an issue that is prone to human error. I was hoping for something that would identify it as a note on the system end (like maybe auto adding the field before the note notification is sent) rather than relying on a tech to enter it themselves, which can easily be mistyped and then inadvertently exposing the notes to the end user.
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