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New design - Modify message and UI/UX when we forward a thread

Related products:Freshdesk
  • Feb 18, 2019 6:20 AM UTC
  • 3 replies
  • 39 views
Contributor

Hello to you all.


We notice the following.


An internal note and a forward have the same design (orange)

Furthermore, they have the same lock icon

So it is confusing.


Before, when we were forwarding an email,  it was written “private”.

Now the word “private” is not here anymore. You have the same style as a private note, but without it being clearly written, I always wonder if I messed something up


image.png



We would like the following.


- Replace the lock icon by "Private" in order to give more clarity and confidence to agents when they are dealing with a sensitive subject that cannot be communicated to the requester.


Thank you and have a great day!

3 replies

aravind.sundararajan
Skilled Expert
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Hello Antoine,


Thanks a lot for your feedback. Although the icon and the background color looks the same for both the forwarded messages and the private notes, there's a clear differentiation between the two with the text that's written on top of the note. The customer wouldn't get access to these messages and you don't have to worry about messing it up :) 


We'll see how best we can make them appear different visually. I really like the idea that you've suggested - replacing the lock icon with the text 'Private'.


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.
Contributor

Hello Aravind!

Nice to hear from you, hope you are doing well.


Thank you for taking in consideration our feature request.


Have a great day!

Cheers!

boothcoolapk
Community Debut
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  • boothcoolapk
  • Community Debut
  • Aug 8, 2026 6:14 AM UTC

The new design improves the message and UI/UX when forwarding a thread, making the process simpler and easier to understand. Users can quickly review and modify the forwarded message before sending it. This creates a cleaner experience and helps keep conversations organized, similar to the simple and user-friendly approach of https://royalfits.ca/.

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