Hello my friends,
So we've been using Freshdesk for more than a year and a half now and one thing that I believe we need, is the ability to designate a conversation (a forward or reply to an existing ticket), as 'offline' so that any replies are always treated as a private note.
In our experience, not every forward is treated as a private note. I would like the ability to designate that all replies to a particular forward or reply are treated as Private and give me the ability to designate if the reply should be public.
We had a situation happen where we forwarded an issue to a colleague who didn't have the answer. So in his reply, he added another person. His reply was treated as a private note but his colleague's reply was not and the message was sent to the customer. Luckily, the reply was just the right answer for the customer and they knew nothing was wrong. However, if the reply wasn't supposed to be read by the customer, we might have had a customer service nightmare on our hands.
Thanks!!
