Internal NotesUpdated a year ago

Overview

Internal notes in tickets are messages that are only visible to your team and not to the customer. This feature allows you to collaborate directly on tickets by messaging back and forth or mentioning users directly.

How to Use Internal Notes

Collaboration

• Use internal notes to discuss the ticket internally without involving the customer.
• Share insights, updates, or strategies with your team members.

Mentioning Users

• Mention users directly within internal notes to bring specific team members into the conversation.
• Use the "@" symbol followed by the user's name to tag them and notify them of the note.

Benefits of Internal Notes

• Privacy: Keep certain communications internal and private from customers.
• Efficiency: Collaborate seamlessly with your team without switching platforms.
• Clarity: Maintain a clear and organized record of internal discussions related to the ticket.

For detailed information on how to create an internal note, click here.