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Allow Admins to Control Placement of Private Notes

Related products:Freshdesk
  • November 7, 2019
  • 2 replies
  • 26 views
L
Contributor

At the moment, any notes we add to a Ticket are retained in the timeline of the ticket.  The problem with this is that we often use Private Notes to let anyone opening the ticket to know what is going on.  


If these get pulled into the Ticket's timeline, they can be easily overlooked by someone who needs to step in on the ticket.


I am requesting that FreshWorks provide an administrator-defined setting that will allow the administrator to decide if Private Notes are displayed always at the Top or in the Timeline.  See the sample storyboard below.


image


2 replies

S
Contributor
  • stefan.letko
  • Contributor
  • November 7, 2019

Good idea ! I agree, it would be great to be able to pin a note (private or public) so it will be visible.


@Len in the meanwhile we generally recommend to use Summary Note App https://www.freshworks.com/apps/freshdesk/ticket_summary


Regards,

Stefan

suprabha.somanathan
Community Debut

Thanks for mentioning the super useful Summary app, @StefanLetko!


@Len The summary app has the summary section always tied to the description of the ticket and this should help agents save time from scrolling for private notes inside tickets.


Cheers!

Suprabha, Freshdesk Community
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