My organization relies on private notes to hold sensitive information related to tickets in Freshdesk.
This is unfortunately problematic when combined with the “forward to external contact” feature, as the private note privilege is not revoke-able, and worse it’s contagious and spreads to any address CC’d in response by the external contractor. If the external contractor CC’s the original customer, there is no more privacy of the private note, because all CCs are given the same private privilege.
I recently conversed with a Freshworks support agent, who suggested I post this as a feature request suggestion here on this forum. To quote their message:
“if you've forwarded a ticket to an external email address and if this external email address has forwarded that email to another set of email addresses. Then, when any external recipients reply to that email, it'll be added as a private note in that ticket, and we don't have a workaround to add this as a public note instead of a private note.”
The only thing I can take away from this is don’t use the forwarding feature if you wish to have private notes stay private. YMMV.
MDP
