Skip to main content
Closed for Voting

Ability to forward a note to another agent without the requester seeing the note

Related products:Freshdesk
  • July 25, 2011
  • 4 replies
  • 14 views
N
Contributor

I have come into a situation where I need another agent to approve something from a request before I can complete the request. In this case, it would be handy to have the ability to shoot a note off to the agent and have them get an email notification because this is information that I do not wish to show to the requester. I understand that you can cc someone with the email ability (which is great) but I would like to see something similar in the notes section.

4 replies

V
Contributor

Hi Nikki

Did you try the Private Note option - This will be shown only to an Agent.

May be you can create a Scenario - 'Notify Agent' - Where you can set actions as

  • Email the Ticket Agent - You can customize the message
  • Add a Private Note.

Let me know if this works.

 

regards

vijay

N
Contributor
  • nikki
  • Author
  • Contributor
  • July 27, 2011

Yes, I have tried this but it still doesn't alert the agent(s) that a note has been added.

V
Contributor

No problem Nikki


We can look into this problem.

Sent you an Email few minutes ago.

 

regards

vijay

aravind.sundararajan
Skilled Expert
Forum|alt.badge.img+12

Hello,


Now, you can achieve this in couple of ways : 


1. Add a private note 


2. Use Team Huddle to alert the agent 


Both these options will trigger an in-app alert and an email notification to the mentioned agent.


Cheers!

Are you interested in learning more about how our services can help add value to your business? Check out our Professional Services - https://www.freshworks.com/professional-services/ to know more & get started.
Terms of UseAccessibility statement