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Email Replies Should Not Make Notes Visible - Community / Feature Request - Deskpro Support


Email Replies Should Not Make Notes Visible Finished

We notice a lot of agents tend to reply back to notes with messages that the users can see. I think a lot of the time, the agents may be responding to the email they receive when the note is added and I was wondering if Desk Pro might be able to come up with a way to add an emailed response to a “note added” notification as a note instead of a message. <br /><br /> <br /><br /> Maybe they can filter off the email subject, and if it includes “[#nnnnn NOTE]” (maybe use a regEx to match the pattern) then the response would be added as a note?

Comment (1)

Ronnie Jorgensen
As a potential upcoming customer I would be interested in this feature as we'll.

It is good to be notified on a note but if you reply to that notification via email it should not go back to the customer