My company has just found a bug within the teams app integration of freshdesk. When you reply to a ticket and select the private checkbox, the reply is actually still public and is seen by everyone attached to the ticket. The private checkbox option doesn't actually do anything.
This could be an issue when attempting to talk privately with company stakeholders but not wanting transparency with the client.
Thanks for notifying us of this issue. We just made a fix and this shouldn't happen again. Can you please check now?