When we forward emails to someone, they reply and the reply is added as a private note. Can we reply to that private note rather than continually forwarding to the 3rd party?
This feature request could be really handy. the forward option only forwards what the original requester has send in and the agent has answered publicly.
having an option to reply to a private note, with the last reply as history in the answer would be perfect!
For me is must have. Right now i need to maintain several agent accounts only for read access to freshservice because we cant send all ticket conversation(including private note) to third party.