When we forward a ticket, or a customer reply to somebody internally to discuss further, any subsequent replies come in as private notes….that’s fine until the internal colleague then replies to a customer email further down the line, which has the customer CC’d. The reply that our colleague sends is added as a private note, when in fact it should be a public reply.
This causes issues because the customer is unable to see the full thread now when viewing the ticket in the portal. This means that they could be missing important information when they (or someone else) looks through the ticket.
There should either be:
- a way to change a private note so that it is public (and vice versa)
- a way for freshdesk to be able to differentiate between the forwarded emails and the replies to that thread, and the reply to a future email that a customer has sent.
