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We are trying to utilise the reports within Freshdesk currently and we want to automate these to be sent to our customers directly.
As Freshdesk gives you the functionality to have different field labels that are visible to the customer versus the agents, it would make sense for this to be an option in the reports as well.
Currently the reports only show what the agents see, which may lead to confusion to a customer looking at different status names, field names etc..
Please look into this and make it suitable to send to customers!
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