[vijayfreshdesk]

Hi Darkvertex. Sorry you had this experience with FS, but I blv you might have missed out some of the configurations in FS, which is why you feel the confusion. First off all, we dont block or restrict the developers from replying. While replying to the ticket, all you need to do is, toggle the option - Private/Public comment. For email replies this is very much configurable from your Admin > Observer rule. Create a rule to add a Public Note instead of a Private Note. If the reply is going to be via Email. If its going to be via the Ticket page itself, use the toggle below and change the reply to public. As for your 2nd point, we dont recommend using Alias emails because distribution list as Support or Helpdesk Email is a wrong method and has no accountability and hence we suggest using a proper support mailbox. This has been clearly mentioned in our Solution articles too, when you setup the Support mailbox. We suggest using a proper mailbox and use it in the system. Its just you need to setup the product in right manner, which will help you achieve you Support/Helpdesk model in the right way. If you need any assistance, we are more than happy to assist you

Thanks Vijay Freshservice Support