This would be handy to us as well.
The state very often says "Customer responded" when in fact you forwarded the mail of responded to the customer.
I think the state column should be further developed to show more accurately where in the process the ticket is. A category "note added" would help clarify things.
Just found another note about this : https://support.freshdesk.com/support/discussions/topics/325817 with already a couple votes
This is a great idea!
We are using the free version of FreshDesk so we often use notes to keep the members of our team updated or to ask for assistance.
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Dewald Visser
Good day
A feature that will be highly beneficial to us is for the 'Note Added' state to become a default state and seen in both the table and card view.
We have found that it is very difficult to manage notes between agents and outside sources as currently you have to check your emails for notes as well as refer back to a specific ticket number via office 365 or Outlook.
As soon as there are an abundance of tickets and notes added to them you loose track of your notes.
Therefore we believe by adding "new note" to the state column the agent can easily navigate between notes and be curtain not to miss or not see notes directly in Freshdesk.
3 people like this idea