We have a request from one of our clients that we can't figure out how to accommodate. Our client wants specific Contacts to be able to see ALL notes on a ticket, including private notes. We already tried Plan B: to turn the Contact into an Agent with restricted permissions, but that exposes too much information and functionality. Is there a way to display private notes to a Contact?
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Display private notes to select Contacts
+7- Community Manager
Hi Russell,
Private notes were built for agents in a team to communicate internally. These are details that the contact who raised the ticket typically doesn't need to see.
I'd like to understand why you'd prefer to give access to private notes to contacts as well?
We have a single Freshdesk environment that receives requests from multiple clients. One of our clients partners with us to resolve tickets - so 2 or 3 of the Contacts from that Company need to see all public and private Notes. If we make them Agents, they can see our other client Company and Contact names in several of the dropdown lists on the ticket form, so this approach is a no-go.
+7- Community Manager
Hi Russell,
From what you've written, you can try using Freshconnect for this. You can invite the contacts that you want to work with on a particular ticket using Freshconnect. They will get a read only view of this context (e.g. tickets, deals, etc.) and can participate in the discussion on Freshconnect. You can read more about using the Freshdesk + Freshconnect integration here.
Could you please use this and let us know if this is useful :)
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