When handling tickets in ‘freshdesk’ users have capability to add notes and by default the note is set to ‘private’ and visible only to other agents but not to customers. This is a limitation since agent may add notes that can provide additional information to customer. Also for certain ticket types admin wants agents not to add notes. Developed a backend application to enable users to customize notes feature based on ticket types and to set default note type as ‘Private’ or ‘Public’.