Has anyone else hit the 400 maximum number of public/private notes on a ticket?
I have seen the odd long running issue hit 1000 once, but this week an agent hit an issue trying to add a note and FD support have advised that it’s been capped and the workaround is create a new ticket.
Nothing in the last few release notes that I can find
Hi
Greetings From Freshworks Community
Regarding the inability to send out replies on the tickets in your Freshdesk instance. We have a limit of 400 notes (including private and public) that can be present on the ticket. If the limit is breached the agent note/reply will not get added to the ticket.
I'm afraid the limit increase cannot be done, as this would cause issues with the ticket from being rendered & accessible. Hence, as an alternative, you may create a new ticket for this contact > and then have the response sent to the customer on the new ticket created instead.
Please do let me know if there are any follow up questions or concerns :)
Thanks :)
the 400-note limit on a ticket in your system has been reached, which can occur when a ticket accumulates numerous public and private interactions over time. This cap is likely enforced to maintain system performance and encourage ticket closure. The suggested workaround from FD support is to create a new ticket once the limit is exceeded. If this happens frequently, you could explore options like requesting a higher note limit, archiving old notes while keeping the ticket open, or reviewing your workflow to ensure that notes are being added efficiently and that unnecessary ones are minimized.
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