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.
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Ability to change an existing note from public to private
Yes! I need this feature. In fact, I needed it just now!
If it were hard to implement, I could understand. But it's not. Add a button, change a flag.
Please implement this! This is the easiest way for us to control what our customer's see when they log in.
Private->Public makes sense. The reverse, Public->Private, will potentially cause some account management problems as most of us probably have email alerts going to the requester when a public note is added. If that note was "disappeared" when the requester logs in to the portal, questions arise...and the damage is done anyway since they have the content.
We also really need this feature!!! So strange behavior when you merge tickets and someone answers a merged ticket, the mail goes public (and if this is internal exchanges with other dpt, it should not go public!!!)
This feature would be extremely useful, as Marta said, the ability to switch notes from public to private and vice-versa. I was looking for this function in the Edit function for the ticket.
I understand this enhancement is deferred for now, but given the amount of customer interest, would Freshdesk be able to provide some insight into this request's internal priority (weeks / months / maybe never).
Thank you for such a great product and active support.
I asked for this here very recently: https://support.freshdesk.com/support/discussions/topics/316377
With Freshdesk it is very easy to create public notes by mistake:
Suppose you have a support email address ( helpdesk@mycompany.com ) that forwards emails to your Freshdesk account ( at support@mycompany.freshdesk.com ) AND to the personal mailboxes of your agents ( agentA@mycompany.com, agentB@mycompany.com etc ). This is a common setup for teams that migrate from plain email or shared inboxes to a helpdesk application.
When an email is sent from a requester ( somerequester@somedomain.com ) to your support email address ( helpdesk@mycompany.com ) a copy is delivered to your Freshdesk which either creates a new ticket or appends the message to the thread of an existing ticket. Copies of the email are also delivered to agentA@mycompany.com, agentB@mycompany.com etc
The
problem appears when, after a new ticket has been created, an agent sends an email like the following, using his mail application ( i.e. Outlook/Thunderbird etc ) as a reply/forward of one of the messages in the thread:
Fwd: Original request
From: userA@mycompany.com ( an agent in Freshdesk )
To: aaa@bbb.ccc ( NOT an agent in Freshdesk and NOT the requester )
Cc: helpdesk@mycompany.com (the support address )
Please note that the requester ( somerequester@somedomain.com ) is NOT included in the To, Cc or Bcc.
When the agent sends this email and it reaches Freshdesk ( via Cc: helpdesk@mycompany.com ) it is appended as a PUBLIC note. This is potentially
damaging since internal communications have now leaked to the requester.
At the moment we have implemented some measures to guard against an accident:
- We have disabled public note
email notifications
- We have
instructed agents to add a
@Simonsays "action":"note" @Simonsays
Freshdesk
email command in their signatures ( in all mail applications they use, which are many ) to prevent information from
leaking through public notes
Of course these are desperate measures and not even close to a real solution.
Even the option to change public notes to private ones, though welcome, is just a damage-control measure.
The proper solution is for Freshdesk to add a new configuration option in the Admin > Email section that says:
Do not create a public note when the email address of the requester is not included in the recipients ( To or CC ) of the incoming email
with NO as default ( for the current behavior ). Then, I and those like me that prefer otherwise, can select YES and get the desired behavior.
Nothing to add to what Thanos explained : we have the same issue (in the process of moving our support from a mailbox to freshdesk)
I'd like to have this request un-deferred please... as I see this problem all the time in our helpdesk.
and the simplest (and most secure) fix for it, would be to allow only administrators the option to toggle notes as either public or private
- just purely a toggle, no need for emails to be fired off, etc
(I appreciate that, as Thanos above mentions, this is just damage control -- but it is better than nothing at all).
if emails/alerts/whatever are required on this happening, then an "on note toggle" option to an Observer rule could be added.
This would be great - it's a functionality other helpdesks offer and it's such a simple thing. Is it something that is in Freshworks, by any chance?
Any updates on this? We have some notes in our portal that are public, when it should be private. The ability to switch notes would be saving us a huge hassle from having to split the ticket and deleting notes, etc...
We just started with FD and this is becoming a major issue for us. I understand that in a perfect world, all communications would take place with FD and not within Outlook or whatever email client you are using. But we do not live in a perfect world. We NEED a way to:
- change notes from Public to Private
- make it so unless the customer's email address is in an email reply to a public note, the response does not become public
This is such a weakness. Other than this, I pretty much love FD but this is almost enough to make me jump ship
The last reaction from Freshdesk that I see is that this is not a priority and from 6 years ago.
This is a real problem for us as well however. When I send a reminder to my colleague and he or she responds, I don't want this to be visible for the client.
This is not professional at all!
This is a massive problem - it's stopping us from giving portal access to our customers, which is completely bonkers.
@Aravind S / Freshdesk - where are you ? some form of response on this, would be appreciated.
We would also greatly appreciate the ability to edit the note's visibility. Hopefully you'll be able to make it happen. :)
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