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Public Note notifications

Related products:Freshdesk
  • June 30, 2014
  • 2 replies
  • 40 views
I
Apprentice

Currently it is not possible to receive e-mail notifications of Public Notes on tickets.


For customers who have access to all tickets in their organisation, when they reply to a ticket they did not create, the reply is logged as a Public Note.  This means we have no visibility of any such replies unless we monitor tickets manually.


Can it please either be made possible for e-mail notifications of Public Notes to be sent, or for such replies to be logged in Freshdesk as Replies instead of Public Notes?


Thanks,

Ian

2 replies

aravind.sundararajan
Skilled Expert
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Hello Ian,


Apologies for the pretty delayed response here . We have the option to configure the email notification template for agents when the requester adds a public note on the ticket . You can find this under Admin -> Email notifications -> Agent notifications -> Note added to a ticket.


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.
aravind.sundararajan
Skilled Expert
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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.
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