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Changing Email Content with "Add Note" on Notify Agent

Related products:Freshdesk
  • December 8, 2014
  • 4 replies
  • 24 views
P
Contributor

Is it possible to change the email contents on Add Note on Notify Agent?


The email now says:


XYZ person added a note and wants you to have a look 



One major problem with the tool is that a private note with a reply by email breaks (https://support.freshdesk.com/support/discussions/topics/18815) when it's responded to by an agent.  What I'd like to do is update the email with a warning to say that any reply to this email will be a public comment and immediately notify the customer. 


Without the ability to modify this, I'll run into problems of training.


I haven't found the location for this email. Can anyone help?

4 replies

E
Community Debut
  • eric_13244
  • Community Debut
  • August 4, 2015

Any updates on this?

H
Contributor

Hi, 


Our apologies for the delay in answering this thread. 


As of now, we do not have an option to edit the ' Private Note ' notification mail which is sent to agents. We've already raised this to our products team and they are working on this feature. We'll keep you updated as soon as this is released so that you can make necessary changes in the notification mail. 


Regards,

Harish

aravind.sundararajan
Skilled Expert
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Hello,


The private note notification template can now be customised - You can edit this under Admin -> Email notifications -> Agent notifications -> Note added to a ticket section.


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