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Change default note-type (to "public")

Related products:Freshdesk
  • December 5, 2014
  • 10 replies
  • 148 views
S
Contributor

Is it possible to change the default privacy for "notes" to be "public"?


We are not using "Reply", but only "Public Note" and it is tiresome to allways remember to click the "Visible to customer"-switch.

10 replies

K
Community Debut

Great idea!

S
Contributor

Think I have a Freshplug to fix this now.

A
Community Debut
  • adi_12163
  • Community Debut
  • August 28, 2015

Is there a freshplug that can do that ?

R
Apprentice
  • rfauquier
  • Apprentice
  • May 5, 2016
Did any figure out how to do this.  I would like most if not all our notes to be public to the customers but have to remind my techs to change the switch, which somtimes they do sometimes they don't.

 

bharath.chakravarthy
Skilled Expert
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Hey guys,


Sorry for the late reply.


As Svein Are Grønsund had mentioned, we do have a FreshPlug to make the notes Public by default.


Please do drop in a mail to support@freshdesk.com and we'll help you set this up. You can use this forum as a reference.


Cheers.

aravind.sundararajan
Skilled Expert
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Hello,


You can install this app from our marketplace. This allows you to set the note behaviour across the helpdesk.


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.
S
Community Debut
  • supportagent2
  • Community Debut
  • July 17, 2019

This does not work for notes in merge ticket. Is there any solution to make the notes while merging tickets to public by default ?


When a ticket is merged, the customer does not receive and email notification for that, neither does the secondary ticket data show in the primary ticket by deafult, as it is added as a private note.

D
Contributor
  • daven
  • Contributor
  • July 24, 2019

Agree with Agent 2, this is not implemented at all - merging a ticket that has private/public entries in it, does not follow through on to the primary ticket.


Giving the admin (at a minimum) the ability to swap entries from public/private at any point, would allow this to be fixed quickly and securely.


jsuit
Contributor
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  • jsuit
  • Contributor
  • July 7, 2020

A recent change to FreshService broke your own App add-on “Toggle Note visibility to Public” as we can no longer have notes automatically Public by default. I removed the App, then reinstalled it, and it was working yesterday. Now today it’s not working again.

 

Do you know why this was broken? We only use notes to update tickets for users and now we have another step of setting them to Public every time.

geebranz
  • geebranz
  • March 9, 2021

I prefer not to, tho

 

 

 

 

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