Freshworks named a Strong Performer in the Forrester Wave™: Enterprise Service Management, Q4 2021 Access Report

Start a new topic

Reply to a Private Note

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?

26 people like this idea

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!

1 person likes this

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.

This is a challenge for us aswell. It´s impossible to start a long thread with a third party with the "forward" option only.

And If we could be able to change the "reply to" field it would be even better

Thanks for the feedback. We are looking into bringing more collaboration options to Freshservice. I'll take this request along.



Product @ Freshservice

1 person likes this

Yes, this is very annoying, when you work a lot with external IT-Providers and Specialists.

It would be a great feature.

I'd love that feature too and I've been really disappointed when I found it missing. I just moved to Freshservice from Freshdesk, where this has been available for long time (here's a screenshot):


4 people like this
Hello Freshservice Team! Is there any update on this feature request, please? I really think it’s extremely important and I see I’m not the only one, according to this thread. Since it’s already present in Freshdesk, would it be possible to implement in Freshservice too, in a short time? Thank you, Luca

We need this as well. By FAR the biggest problem we have with freshservice as of today. Please, please, PLEASE add this feature soon!

We need this as well, please!

4 people like this
Login or Signup to post a comment