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Future Consideration

Turn Private notes public (and vice versa)

Related products:Freshservice
  • Jan 9, 2024 3:23 PM UTC
  • 3 replies
  • 113 views
Active Contributor
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It would be great if we could turn private notes public.

Currently we have to;

create new note

copy private note

paste without background

copy images

paste images

post

delete old note

 

The ability to switch from private to public would be great. 

If this could be locked behind a certain role, it would also be perfect for training purposes.

That way we can have a role without this ability and only the ability to create private notes and to make the teamleader to approve them and turn them to public quickly.

 

Also the ability the other way round would be useful for logging. Requesters might receive and respond to a public note, that should be made private. If we delete the public note, there is no logging.

    3 replies

    Contributor
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    • LewisNix
    • Contributor
    • Sep 16, 2024 4:44 PM UTC

    We currently have integration with JIRA and all notes passed to Freshservice are Private.  It would be nice to be able to make these Public for our customers who are not Agents and do not have access to the Private Note.

    Community Debut
    • Olli-PCH
    • Community Debut
    • Jul 6, 2026 1:36 PM UTC

    We also look for this solution.

    An Administrator shall be able to change public note to private note, and vice versa.

    Thank you.

    Upvoted.

    SanthoshBala18
    Contributor
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    Hi all, we’ve added the Notes Visibility Manager app to the Freshworks Marketplace for this use case.

    It lets agents create a public or private copy of an existing Freshdesk note, including its attachments. Admins can control allowed visibility changes, restrict access by role, and optionally remove the original note after a successful copy.

    This is helpful when an internal note needs to be shared with a customer, or when a public note needs to be retained as an internal-only note without manually recreating its content.

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