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Ability to change an existing note from public to private

Related products:Freshdesk
  • April 25, 2013
  • 53 replies
  • 96 views
M
Contributor

Something that would be really useful would be the ability to switch the status of a note from public to private, or vice-versa.  For instance, if an agent accidentally sets a note to be public, and it's something we don't want a customer to see, the only way to make it a private note is to copy the note's contents, delete the public note, and create a new private note with the contents of the original note pasted in.  It would be great if the "Edit" option including something that allowed agents to switch the privacy status of notes without having to create an entirely new note.

53 replies

annapoorna.venketaraman
Skilled Expert
Forum|alt.badge.img+8

Hey Marta,


Thank you for writing to us in our Forums.


This is a very valid use case and I have forwarded your request to my Product Manager and will surely see if we can address this in the future enhancements.


Keep such ideas pouring in.


Thanks,

Anna

Head of Community
F
Apprentice
  • francois
  • Apprentice
  • May 19, 2013
I have just signed up for a Freshdesk account and are busy writing some basic info about the intent, benefits, procedures and policies of our service to our clients.
I agree with Marta. I train and support Architects, Interior Designers and other design professionals and their staff. I need to always protect the confidentiality of my clients business and their clients info to whom they have a responsibility. Can you perhaps give us some examples of privacy policies or forum rules / code of conduct etc to publish for the protection of our members. Is there a list of security features for Freshdesk? This is important for me to show on my website & support site to maintain client confidence.

 

D
Community Debut
  • dgirman
  • Community Debut
  • June 17, 2013

I am also requiring the ability to switch a note from public/private, and private/public.  Is this a planned update?  Kind regards - Don

R
Contributor
  • rohith.kutty
  • Contributor
  • November 13, 2013

Any update whether this feature will be available especially to Admins?

M
Contributor

Any updates on this? It's still a problem for us (we've notified all of our employees that replying to a notification will open a public note, but it's hard to enforce when it gets really busy, and it's easier for someone to reply to an email than go into FD, especially when they're working remotely).

J
Contributor
  • joshw
  • Contributor
  • December 5, 2013
+1 on this. I use the LogMeIn rescue integration on 90% of my tickets. The dump of the chat session creates a private note. It would be great to be able to selectively make this information public if needed.

 

S
Contributor

Hi everyone, 


My apologies for giving you such a delayed update. I understand how this feature might be useful to you, but it's not on our priority list right now . We may consider taking this up sometime in the future. 


Thanks 


Samyuktha



W
Community Debut
  • wfitzpatrick
  • Community Debut
  • March 7, 2014

Hello,


I'm just adding my 2 cents for this to be treated as a valid issue - I imagine this would be a simple change.


Kind regards,


Will

D
Community Debut
  • denis_girod
  • Community Debut
  • March 13, 2014

I concur, this feature would be very useful.


D
Contributor
  • darren.iwaki
  • Contributor
  • March 25, 2014

+1 also greatly needed

M
Community Debut
  • mbriley
  • Community Debut
  • May 21, 2014

This feature would be a big help for us too

A
Contributor
  • ajohnson
  • Contributor
  • July 8, 2014

I agree it would be very useful, especially since the reply to a forward could contain screenshots which are imported back into the ticket with no problem; but then trying to copy and paste those images into a public note becomes very annoying.  It would be very nice if I could simply convert the note to public and then distribute.  Only authorized agents should be able to convert since they are the only ones who can access the ticket.

K
Contributor
  • keith_11877
  • Contributor
  • July 11, 2014

Keep in mind that your email notifications may have already sent the public note to the customer. Closing the barn after the horse has escaped...

A
Contributor
  • ajohnson
  • Contributor
  • July 11, 2014

I'm not I understand your comment Keith.  In my scenario the note in question would have to be manually changed from private to public.  I would not want a rule to change it public and then distribute.

N
Community Debut
  • nick_11953
  • Community Debut
  • August 26, 2014

I'll second this request also...would be really useful

T
Community Debut

We need this feature as well. It`s a simply change with high improvement for customers. 

L
Contributor
  • lbarclay
  • Contributor
  • March 20, 2015
Not having this "feature" is ridiculous.  There are plenty of instances where a comment needs to be switched from private to public or public to private.  My scenario today:  I merged two tickets and the public note from the merged ticket came in as a private note.  I need to change that to public!  (And will also add a feature request that a public note should come in as a public note when merging, but that is a separate issue).

 

D
Contributor
  • darren.iwaki
  • Contributor
  • March 20, 2015
Can this be reopened? We still greatly needed this.

 

mrenaud
Skilled Expert
Forum|alt.badge.img+6
  • mrenaud
  • Skilled Expert
  • March 27, 2015

We could use this feature also.

A
Contributor
  • ajohnson
  • Contributor
  • March 31, 2015

Hi Freshdesk Development!


This is another important feature for us.  Especially since if you respond to a note with a user that has access to FreshDesk it goes in as public not private.  It makes it difficult to have internal conversations with my staff using email.


Please consider moving this item from Deferred status back into an active queue.  Thanks!

R
Contributor
  • richard.levy
  • Contributor
  • April 10, 2015

Hi FD Support,


I think this will be a highly valuable change. When someone replies to a ticket it goes as a private note that means when the customer who replied to an email can't see their own reply when they login to the portal.



Thanks,



Rich

D
Community Debut
I would also *really* like this feature. Especially I am in need of converting private to public notes since a merged ticket will appear as a private note in the primary ticket which is not good.

Hope you realize this request soon, Freshdesk.

Regards,
Daniel

 

G
Community Debut
  • garry.trinder
  • Community Debut
  • October 7, 2015

This would be a very welcomed new feature. +1

D
Contributor
  • darren.iwaki
  • Contributor
  • October 7, 2015

 If this is deferred, does FD support look at this thread?

P
Community Debut
  • philip
  • Community Debut
  • November 27, 2015

+1 for this feature, it's extremely annoying when freshdesk merges a ticket and adds the merged ticket as a private note.

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