I've just had a customer add a private note to a ticket. How and why is this possible and how do I disable it? Is this a bug or a feature?
Since it was a private note, it did not reopen the ticket that was already closed, and agents did not get notified about it.
Customers should be able to just add regular replies to tickets so that agents get notified and ticket gets properly reopened instead of staying closed. I thought the private notes are just for agents to add extra info between themselves about the ticket.
We've just noticed this issue in our instance. Did anyone ever get back to you regarding this?
15 days ago
Basically, it was claimed that this is by intention if said customer received the ticket as a result of a forward action.
How can I at least work around this, in situation where an existing ticket has once had a message forwarded to a customer, and henceforth all replies from that customer appear as private note AND that customer insists on replying always to the same old thread? Any way to revert replies from that customer to that thread to again appear as regular ticket messages that will reopen the ticket if closed?
15 days ago
Basically they claim it is by intent in case the ticket was forwarded to the customer.
So now I just avoid using the forward-feature in FD completely.
It may be that deleting the forwarded message from FD could work around the situation, haven't really verified that yet.