If a ticket is opened and a tech is assigned to it and replies to the ticket - the customer receives an email with that message in it (action in Freshdesk is REPLY). After that, the customer starts to just reply to that email to communicate back with the agent. The agent, however, does not have the same feature/grace in replying to the customer's email. If the agent replies to the email received by the customer (which is sent through Freshdesk) the customer, instead, gets an email that a public note was added to their ticket and should log in to see the results.
We'd like to have Freshdesk CHANGE the default action of an agent when an email is "REPLIED" to via email back to Freshdesk. Instead of marking the agent's reply as a public ticket - we'd like the default action to be "REPLY". This way the client and the agent can have a quick conversation via email without anyone having to log in to Freshdesk, however, the conversation is 100% being tracked via Freshdesk.
If a public "NOTE" is required - we can use email commands to flag it as such.
The way the current system works forces agents to use the Freshdesk app on their phones (which is nowhere near as powerful as the web GUI). Responding to tickets in a quick fashion is very important and this will make our team 10x more productive.
