diff --git a/src/Billing/Controllers/FreshdeskController.cs b/src/Billing/Controllers/FreshdeskController.cs
index 4bf6b7bad4..1fb0fb7ac7 100644
--- a/src/Billing/Controllers/FreshdeskController.cs
+++ b/src/Billing/Controllers/FreshdeskController.cs
@@ -63,6 +63,12 @@ public class FreshdeskController : Controller
             note += $"<li>Region: {_billingSettings.FreshDesk.Region}</li>";
             var customFields = new Dictionary<string, object>();
             var user = await _userRepository.GetByEmailAsync(ticketContactEmail);
+            if (user == null)
+            {
+                note += $"<li>No user found: {ticketContactEmail}</li>";
+                await CreateNote(ticketId, note);
+            }
+
             if (user != null)
             {
                 var userLink = $"{_globalSettings.BaseServiceUri.Admin}/users/edit/{user.Id}";
@@ -121,18 +127,7 @@ public class FreshdeskController : Controller
                     Content = JsonContent.Create(updateBody),
                 };
                 await CallFreshdeskApiAsync(updateRequest);
-
-                var noteBody = new Dictionary<string, object>
-                {
-                    { "body", $"<ul>{note}</ul>" },
-                    { "private", true }
-                };
-                var noteRequest = new HttpRequestMessage(HttpMethod.Post,
-                    string.Format("https://bitwarden.freshdesk.com/api/v2/tickets/{0}/notes", ticketId))
-                {
-                    Content = JsonContent.Create(noteBody),
-                };
-                await CallFreshdeskApiAsync(noteRequest);
+                await CreateNote(ticketId, note);
             }
 
             return new OkResult();
@@ -208,6 +203,21 @@ public class FreshdeskController : Controller
         return true;
     }
 
+    private async Task CreateNote(string ticketId, string note)
+    {
+        var noteBody = new Dictionary<string, object>
+                {
+                    { "body", $"<ul>{note}</ul>" },
+                    { "private", true }
+                };
+        var noteRequest = new HttpRequestMessage(HttpMethod.Post,
+            string.Format("https://bitwarden.freshdesk.com/api/v2/tickets/{0}/notes", ticketId))
+        {
+            Content = JsonContent.Create(noteBody),
+        };
+        await CallFreshdeskApiAsync(noteRequest);
+    }
+
     private async Task AddAnswerNoteToTicketAsync(string note, string ticketId)
     {
         // if there is no content, then we don't need to add a note
diff --git a/test/Billing.Test/Controllers/FreshdeskControllerTests.cs b/test/Billing.Test/Controllers/FreshdeskControllerTests.cs
index 26ce310b9c..90f8a09ea0 100644
--- a/test/Billing.Test/Controllers/FreshdeskControllerTests.cs
+++ b/test/Billing.Test/Controllers/FreshdeskControllerTests.cs
@@ -10,6 +10,7 @@ using Microsoft.AspNetCore.Http;
 using Microsoft.AspNetCore.Mvc;
 using Microsoft.Extensions.Options;
 using NSubstitute;
+using NSubstitute.ReceivedExtensions;
 using Xunit;
 
 namespace Bit.Billing.Test.Controllers;
@@ -71,6 +72,41 @@ public class FreshdeskControllerTests
         _ = mockHttpMessageHandler.Received(1).Send(Arg.Is<HttpRequestMessage>(m => m.Method == HttpMethod.Post && m.RequestUri.ToString().EndsWith($"{model.TicketId}/notes")), Arg.Any<CancellationToken>());
     }
 
+    [Theory]
+    [BitAutoData(WebhookKey)]
+    public async Task PostWebhook_add_note_when_user_is_invalid(
+        string freshdeskWebhookKey, FreshdeskWebhookModel model,
+        SutProvider<FreshdeskController> sutProvider)
+    {
+        // Arrange - for an invalid user
+        model.TicketContactEmail = "invalid@user";
+        sutProvider.GetDependency<IUserRepository>().GetByEmailAsync(model.TicketContactEmail).Returns((User)null);
+        sutProvider.GetDependency<IOptions<BillingSettings>>().Value.FreshDesk.WebhookKey.Returns(WebhookKey);
+
+        var mockHttpMessageHandler = Substitute.ForPartsOf<MockHttpMessageHandler>();
+        var mockResponse = new HttpResponseMessage(System.Net.HttpStatusCode.OK);
+        mockHttpMessageHandler.Send(Arg.Any<HttpRequestMessage>(), Arg.Any<CancellationToken>())
+           .Returns(mockResponse);
+        var httpClient = new HttpClient(mockHttpMessageHandler);
+        sutProvider.GetDependency<IHttpClientFactory>().CreateClient("FreshdeskApi").Returns(httpClient);
+
+        // Act
+        var response = await sutProvider.Sut.PostWebhook(freshdeskWebhookKey, model);
+
+        // Assert
+        var statusCodeResult = Assert.IsAssignableFrom<StatusCodeResult>(response);
+        Assert.Equal(StatusCodes.Status200OK, statusCodeResult.StatusCode);
+
+        await mockHttpMessageHandler
+            .Received(1).Send(
+                Arg.Is<HttpRequestMessage>(
+                    m => m.Method == HttpMethod.Post
+                        && m.RequestUri.ToString().EndsWith($"{model.TicketId}/notes")
+                        && m.Content.ReadAsStringAsync().Result.Contains("No user found")),
+                Arg.Any<CancellationToken>());
+    }
+
+
     [Theory]
     [BitAutoData((string)null, null)]
     [BitAutoData((string)null)]