Unable To Add Note

Possible Queries : 

- Not able to add notes inside a ticket

- Error occurs while adding a note

- Can't find the add note option inside a ticket 

Resolution Path : 

There could be a few reasons when an agent may be unable to add a note inside a ticket in Freshdesk. 

You could check if it is one of these : 

• Check if there is a marketplace app installed that prevents the agent from viewing the Add Note button in a ticket for their User role, particularly the " Hide Fields " app.
• We have a Total conversational limit of 400 per ticket. If this is exceeding beyond that, then an error would appear. This includes Private and public notes, and all responses from agents and customers as well.
  Error --> ''Oops! Note cannot be added as it has exceeded the limit allowed for the ticket''

If not for the above two factors, agents should be able to add a note on a ticket. In case there is an issue, we can request them to clear their browser cache/cookies and try again to see if it helps.