Restricting emailed (Agent Reply) commentary visibility after an Agent adds a private note

Hi.

I think you’re trying to accomplish a few topics here, but basically, Private Notes are indeed to that: Being private, and will be visible only to agents and not to requesters. Private Notes won’t trigger email notifications to the requester. You can actually include emails of agents in order to ensure they receive the private notification, but only agents.

Regarding to limiting the agent actual replies, I understand that this goes beyond FreshService email.

The nature of sending a reply is to send an Email; that’s why email is a mandatory field for a requester.

If limiting sending a reply would depend on subject contents, and suggest you need to not use FreshServe mail server, and setup third party email server, and in the mail server perform such logic, if possible, or in a third party (security) gateway solution.

Regards,

Elvis

Correct. I am in agreement that Private Notes are visible only to Agents and do not trigger notifications to the requester. 

Let me provide an example scenario:

1. Agent 1 is assigned a ticket and works the ticket. The ticket is status: resolved after a few hours of research and troubleshooting. Ticket market resolved, ticket auto-closes based on a workflow. Done.
2. Agent 2 (manager) is able to see the ticket and provides a Private Note in regard to the ticket subject matter. Agent 2 adds the private note, does not populate the ‘Notify To:’ field, and hits submit.
3. Agent 1 receives an email in their Outlook inbox which just so happens to provide verbatim plaintext as to what was written within Agent 2’s Private Note.

Instead of having Agent 1 receive a notification via of the plaintext Agent 2 Private Note text, I’d like to instead have it say: “Agent 2 has added a private note to your Ticket. Click here to view”

Does that help? Again, the emphasis is to hide the actual text from the “private note” so it’s not exposed in the email notification from Freshservice. The team I’m working on has sensitive subject matter for our support community and we’re trying to limit visibility.

 

Thanks - I was able to resolve. I overlooked this specific email notification somehow and after your instruction I was up and running as intended. Appreciate it.