Your Freshdesk account comes equipped with a default automation rule to notify customers when an agent adds a public note to their ticket. This helps bring the agent's response to the customer's attention immediately and keeps them informed of the progress in their issue.
Please follow the below steps to enable the automation rule to notify customers when an agent adds a public note.
Login to your Freshdesk account as an administrator.
Navigate to Admin from the menu. Select Workflows and click on Email Notifications.
Under the Requester Notifications tab, turn on the Agent Adds Comment to Ticket notification.