Reply To A Forward Added As Private Note

Possible queries:

Why/ how is the requester's response added as a private note in the ticket?

CC'd user's response is added as a private note

Resolution Path:

If a requester or CC'd user response is added as a private note, then obtain occasional agent access and acquire the Backend note ID (which can be collected from the XML view of the ticket).

Now use the following query in Freshdesk logset to check the note addition logs.

 "" AND "" AND "INSERT INTO"

From the resultant logs, look for the x-request-ID and expand it again in haystack.

Now check for @forward.freshdesk.com in the reference. This usually happens when a reply is sent to the forwarded message. That said, if any of the note has @forward.freshdesk.com in the reference the note will be added as a private note.

Another case, where the CC'd users response is added as private note id due to the feature - hide_response_from_customer_feature. Check if the account has the launch party from DevOps. If yes, check if the issue is related to the bug mentioned below. If not, obtain necessary details and raise an L2 ticket to debug this further.

This is due to an existing bug - https://freshworks.freshrelease.com/ws/FD/tasks/FD-132765

Ref - https://support.freshdesk.com/a/tickets/15276165