With some of the automations we are able to leave a private note, and with some we are able to send the customer an email. However we are often lacking the option to leave a public note. a public note would often be better than an email because then the customer could respond to the same thread, and it would be easier to see what messages have been sent to the customer.
New Idea
Able to add public notes with all automation types (Instead of sending a disconnected email)
+4
+7Hi
Greetings from Freshworks Community!
I understand your point, while it would be great to have it as a Native Feature, You can actually add Public notes using Automation.
You can trigger a webhook to add a Public note to your tickets. Please check the below Screenshot for reference:
Please check this article for more info:
https://developers.freshdesk.com/api/#add_note_to_a_ticket
I hope this helps!
Regards,
Jebas.
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