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Show Agent Status on Forward

Related products:Freshdesk
  • December 10, 2014
  • 1 reply
  • 22 views
P
Contributor

It would be beneficial if on the "forward" option from a ticket that you could tell if someone was an Agent or not. Even tagging the email address displaying with [Agent] would be good enough.


The reason for this is the issue where an agent replies to a message and it is automatically marked public for the client vs where a non-agent replies to a message it is automatically marked private.  


There is a work around, however that certainly takes more time. The workaround is to click add note first, see if the person is in the list, and then go to forward if they're not.


- Philippe

1 reply

aravind.sundararajan
Skilled Expert
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Philippe,


The email address of the recipient irrespective of whether it is an agent or a customer, gets displayed on the forward action. I understand that adding the tag <agent> will help in avoiding the confidential notes being sent to the customer. The behaviour was that any reply from the mailbox of an agent will get added as a public note on the ticket.


This was particularly ineffective for forwarded emails as many of our customers reported for a change in the behaviour. Now, any email reply to a forwarded email will get added as a private note. I hope that solves the primary problem that led to this request.


Cheers!

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