Inside Freshdesk, there are 3 background colors ( White, Grey, and Yellow) White refers to a reply from the customer (the contact). Grey refers to Public Note Replies and agent replies and Yellow Refer to Private note and forwarded reply.
When a reply comes from a forwarded e-mail is shows as a private note that is very misleading.
We get a lot of feedback from agents telling us it is hard to get an overview of the dialog as the internal communication and replies from external contacts (who the ticket has been forwarded to) has the same layout and visibility as internal communication (Private note)
Why aren’t these replies differentiated so it is easier to see the difference, and also get the system to work better with statuses being updated correctly, state could be shown correctly, notifications would be sent correct, FR SLA etc.
This is an important feature to set up as a feature request and to be developed as we all strive to deliver a user-friendly and easy system 😊