Notify Group on Private Notes

This would be a big improvement for us.

Hi,

This is a great suggestion. But meanwhile you can try using the “Discuss” feature as it has the ability to tag an agent group.

Regards

Hi,

This is a great suggestion. But meanwhile you can try using the “Discuss” feature as it has the ability to tag an agent group.

 

 

Regards

We looked at this and I believe the problem with this is that there are no email notifications associated with this like a private note. It shows in notifications but with how often some teams get notifications, it can be easily overlooked.

Happy to see this getting considered. I hope more people voice the opinion that it would be helpful for their teams too.

Its a real pain for escalations and collaboration to have to manually add multiple people to note over and over again when a group would be so much easier. 

Agreed. I can see no downside in making this enhancement.

I also want to further elaborate on why the “Discuss” feature will not work well for us. As a Higher Ed institution many of our support areas have several other responsibilities besides working tickets meaning they spend much of their day not within the Freshservice platform. Discuss seems to only make notifications within Freshservice. The notify function would allow us to get the attention of a team by hitting them at their email. A place we are all used to looking at.

I agree, would be great to see this… a number of use cases where this would be useful.

​@mskotko this is a great suggestion and we fully support it 👍

if you are interested, our engineer provided an alternative workflow-based solution.  It adds the latest private note to an email notification sent to the agent group to whom the ticket is currently assigned.   I would be happy to share details with you if needed.