Last updated: 2018-11-21

Source: https://support.freshdesk.com/support/solutions/articles/236280-my-ticket-shows-response-due-though-it-has-a-response-already

Please check if the ticket has a private note/ Forward (Check for a lock symbol next to the note) or if it has a public note/ reply. If the reply is private then it would not be considered as a response by Freshdesk, because it is not displayed to the customer.