Hi @HelenH,

Greetings from Freshworks community. Could you please clarify if you’re notifying an agent or collaborator? The notification emails sent would include the ticket ID however if you do not reply to that thread rather add a private note, it would not contain any ticket ID. 

 To better understand the issue, could you share a screenshot of the email or provide your details via direct message? This will help me investigate further and get back to you with a solution.

Hi Yusuf

Thank you for responding.

If we add a private note to a ticket and notify an agent, the Ticket ID is included in the email that’s sent:

If the agent goes into the ticket and replies to that note, there isn’t a ticket ID for the receiving agent to refer to

The email just states the note content

It’s similar with forwarding the note, as in there’s no ticket ID included in the email

Hi @HelenH,

Let me create a support ticket on your behalf and loop in our Freshservice team to assist you further with this. 

Thank you

Hi @alyssia.correa and @Kamakshi V 

Another FreshService inquiry posted on FreshDesk forum.

Regards,

Hi @HelenH 

You may need to update your Email Notifications in the Admin Section:

There are Agent Notifications, Requester Notifications, Reply-to templates, etc.

You may customize them to your needs, including the Placeholders you require; for instance, �#{{ticket.id}}], which may be included in the Subject (recommended) as well as in the Message body:

Those are the main three you may need to update, but you might wish to revise all available options and update them as per your need.

Hope this helps.

Regards,

Thank you @eeha0120 , it does help. 

Hi.

Glad I could help. Would you mind marking the answer as Helpful? And if it addressed your inquiry, marked as Solved with the given response?

Regards,