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There seems to be a basic omission in terms of notifications to agent when a private note is added to a ticket.

If agent A (assigned agent on the ticket) creates a private note and uses it notifies agent B, if agent B then replies to the private note via email reply (not from freshdesk), then agent A will not get a notification of the reply to the private note (this is because the email is sent to the support mailbox).
Same thing may happen if forwarding to an agent or a collaborator, the email reply will be added to the ticket but the agent will not get notified.
This is not right imo and we need a notification somehow.
I tried the attached automation, but it also notifies the agent A when they add their private note which isn't required as they know they added it obviously).
Is there a way to set this up or can it be added?

 

Thanks for raising this. I have also noticed this recently, and it needs fixing.

Thanks for raising this. I have also noticed this recently, and it needs fixing.

There should be a separate option for when a collaborator performs an action. Currently the “agent” option is only limited to the actual agents that the licenses are for.

When a ticket is merged the agent who is the owner of the ticket doesn’t receive a notification although a private note is added.  I think this is part of the same issue.  Ticket owners need to be notified of merges if they are not the agent performing the merge.

@lindsey.chegwidden Hi! FS does offer the option to set the merged notes as Public on either or both tickets but it is a manual action (AFAIK there’s no way to change the default).  It does, however, trigger the canned auto to notify assigned agent that a Public note was added.

I do agree tho that the assigned agent should be notified of any note added - private or public.

I have the same problem but on another scenario. I didn’t know for this topic therefore opened separate one but I think they have a lot in common. Invite you to check also this: 

 

Again another difference in the functionality and capacity of designing workflow between freshdesk and freshservice. Let’s advocate to add the freshservice “Workflow Automator” module into freshdesk to allow for more complex workflows.

Updated idea statusNew→Open
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