Can an agent reply from their mailbox and have it added as a private note instead of a public note? : Freshworks Partner

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Can an agent reply from their mailbox and have it added as a private note instead of a public note? Print

Modified on: Wed, 20 Nov, 2019 at 10:57 AM

The default behaviour in Freshdesk is that, when an agent replies from their mailbox, it will be appended as a public note on the respective ticket.

However, when an agent replies to an email notification of a private note, that reply will be added as a private note.

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