With regards to why Voice Message and Abandoned calls freshdesk tickets shows that one of our colleagues added a private note as per below screenshot? Freshdesk answer: ''All these notes are added as soon as the ticket is created for VM and abandoned calls scenarios. Since Ben's API key is used to integrate Freshdesk and Freshcaller, it shows the private note that Ben added the same note. This would be the behaviour as of right now. The note by Ben is added because the voicemail has to be a private note and not accessible to the contact. And private notes can only be added by agents, hence this cannot reflect the contacts name.'
Well I am not happy with this- if Ben did not left a private note on these tickets than technically this is wrong and it should be rectified.
