Hi @mnolansd ,
Thank you for bringing this up.
To address the issue of a very large public note with 16,500 rows blocking access to older emails in the ticket:
1. Collapsing the Note: Unfortunately, the Freshdesk interface does not currently provide a default option to collapse large public notes in tickets. This behavior limits navigation when dealing with such extensive inputs.
2. Use API or Export Functionality: As an alternative, you can use the Freshdesk API to retrieve the ticket and its associated notes programmatically. By doing so, you can extract the content of the ticket, including the specific large note, and view it externally without affecting navigation within the UI.
3. Manually Remove the Content: If the public note's content is no longer needed in the ticket, an agent with the appropriate permissions can edit or delete the note. This will reduce the clutter and allow easier navigation to previous emails.
4. Raise an Enhancement Request: If this is a recurring issue, raising an enhancement request for a feature to collapse public notes or scroll past them more effectively could be considered.
For now, leveraging the API or editing the note to remove unnecessary content are likely the most immediate and effective solutions.
Please do let me. know if you require any further assistance on this matter.
