Hello Freshworks-Team,
we would kindly like to request having the marked automatic created private note deleted by default as a future feature request if possible. We already discussed this in a support session with your agent Dwaraknath K.
reasons:
-better overview within tickets, less notes to scroll through
-the information in the marked note is a duplicate to that 2nd note that is also automatically created above that one in the screenshot, but the above note has also the description included which is more informational
-as an agent, you receive at least two e-mails if you have notification on, which we do have and therefore we would receive fewer unnecessary mails
-we try to optimize our processes and tasks as far as possible because of high workload and try to minimize and narrow down every task/process to be more efficient, therefore this implementation would be very helpful to us
on the other hand we have to manually delete the first note (marked one) on every merge and also the “duplicate” mails.
Thanks in advance.
Br,
Moh R.