We have recently refreshed our branding across our offerings and changed the names of our pricing plans. If you have signed up before Aug 9, 2021, please click Previous plans to view your applicable plans.
We assure you that this change will not impact your product experience, and no action is required on your part.

In Freshdesk, agents can converse via replies and/or public notes. Replies are standard emails, similar to the emails you send from your mailbox.

Notes, on the other hand, can be either public or private. When an agent adds a public note to a ticket, the customer does not receive the note as a separate email. They would receive a notification if the 'Agent adds comment to ticket' notification is enabled under Admin > Workflows > Email Notification > Requester notification tab. Customers can view the note only if they log into the support portal and check the progress on the ticket.

A private note cannot be seen by the requester. Agents can use it to appraise each other of tickets and brainstorm on a solution to the problem. It's meant only for internal communications.