Replying to tickets by email to add actual response, not a public note.

Hello @KaloSto, having the choice to configure the system as such would be really helpful for sure. Have you tried using workflow to send the contents of the public note that is added as an email to the client? If you make sure the ticket subject has the ticket id in it, any response they send back should be threaded back into the ticket. Just a thought.

I can’t seem to find such an option in the workflows. And again, adding notes for the customer instead of adding a reply does not make any sense to me. :(

There are pro and con using reply/e-mail when communicating with the requester. 
Pro it’s a e-mail everyone understand and sees the difference.
Con is that Freshsrevice can’t handle e-mail history that well so tickets can be long and confusing. It hides outgoing history but not incoming. 

The system is built to use public notes to communicate with the requester. 

To use automation you need to use this events 
For agents you need “note added  type Public” 
For requester you need Reply and specify the Requester 

Then the action node and select the action “send e-mail to”

But can you please clarify your use case? 

Agent adds Public node
Requester get a e-mail with the public note ( default ) 
Requester reply on the e-mail notification…. what happens ? 
 

The funny thing to me is that when the requester replies to the email, it goes in the system as a reply. But when the agent replies to the email, it goes to the system as a public note. That does not make sense.

If the system is built to use public notes to communicate with the requester, why are there replies? Why not make everything a public note?

If the system is built to use public notes to communicate with the requester, why the requester does not receive an email notification when a public note is added to the ticket?

To be honest, I do not care whether it is called a “Public Note” or a “Reply”. I care about the consistency. Whatever it is called, the requester should receive an email notification.

Currently a notification email is sent for the replies but not for the public notes. And the only way for the agent to create a reply is to send it from the system. Which is a major inconvenience.

What I need is to know for sure the requester will be notified by email when there is a new information in their ticket.

Does this make sense?

For Freshdesk, maybe something like this. Only caveat (haven’t tested) is if the public note that gets added to the ticket is considered performed by an Agent or System. If its System then you are correct, I don’t see the option to run the automation when a public note is added.

Ops, this was Freshdesk. I was looking at Freshservice service my bad.