Internal Notes

Internal notes let your team communicate about tickets without customers seeing the conversation. Use them for handoffs, context sharing, and collaboration.

Creating Notes

Add a Note

1. Open a ticket
2. Click Add Note or press n
3. Write your note
4. Click Post Note

Note Visibility

Notes appear in the conversation thread with a highlighted background, clearly distinguished from customer messages.

@Mentions

Tag team members to notify them:

How to Mention

1. Type @ in your note
2. Start typing a name
3. Select from the dropdown
4. The person receives a notification

Mention Notifications

Mentioned team members receive:

• In-app notification
• Email notification (if enabled)
• Badge on the ticket

Use Cases

Handoff Notes

When passing a ticket to another team member:

@Sarah - This customer needs technical support.
They're having issues with API rate limiting.
Their account is on the Pro plan. --Mike

Context Sharing

Add context for anyone who reviews later:

Customer called earlier - frustrated tone.
This is their third contact about this issue.
Previous tickets: #1234, #1256

Decision Documentation

Record why certain actions were taken:

Approved 50% refund per manager approval.
Screenshot of Slack convo attached.

Escalation Context

When escalating to specialists:

@Engineering - Customer reports bug in checkout.
Steps to reproduce:
1. Add item to cart
2. Apply discount code SAVE20
3. Error appears on payment step
 
Browser: Chrome 122
Account: user@example.com

Best Practices

Be Specific

Include all relevant details so others can help without asking follow-up questions.

Use @Mentions Appropriately

Only mention people who need to take action. Avoid over-mentioning.

Keep it Professional

Notes are part of the ticket record. Write as if it could be reviewed later.

Include Next Steps

When handing off, clearly state what needs to happen:

@Alex - Customer needs:
1. ✅ Refund processed
2. ⏳ Follow-up call scheduled
3. ❌ Account review (need your help)

Searching Notes

Notes are searchable:

• Use inbox search
• Filter by "has notes"
• Search note content

Note vs Reply

Permissions

Note permissions are based on roles:

• Agents: Can view and create notes
• Admins: Can view, create, and delete notes
• Viewers: Can view notes only

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