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Email Commands Not Behaving As Expected

I have followed the steps here: https://support.freshservice.com/support/solutions/articles/157152


I am trying to use: action:note - Add a private note to the ticket


This does not add a private note. When I use @simonsays "action":"note" @simonsays it adds a note to the ticket but it is a blank public note. If I remove the whole command and reply to a ticket it adds it as a public note with text body included. What am I missing?

Best Answer

Hi Claude,


Please try using the below commands,


@Simonsays "action":"note" @Simonsays try this article!!


This should probably help you, I see one of the Support Rep has contacted you on this and let us know if you still have any trouble and we are glad to help you over it.

Answer

Hi Claude,


Please try using the below commands,


@Simonsays "action":"note" @Simonsays try this article!!


This should probably help you, I see one of the Support Rep has contacted you on this and let us know if you still have any trouble and we are glad to help you over it.

This started working. Don't know why as I really changed nothing with the coding.


Thanks for your input.


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