Using Internal Notes

Internal notes let your team communicate about tickets without customers seeing.

What Are Internal Notes?

Internal notes are private messages visible only to your team. Customers never see them. Use them to:

• Share context with teammates
• Document what you've tried
• Ask for help from colleagues
• Record important information

Adding an Internal Note

1. Open a ticket
2. Click the Notes tab (next to Reply)
3. Type your note
4. Click Add Note

Note vs Reply: What's the Difference?

Feature	Reply	Internal Note
Customer sees it?	Yes	No
Sent via email?	Yes	No
Changes status?	Yes (to Pending)	No
Use for	Customer communication	Team communication

Best Uses for Internal Notes

• "Spoke with customer on phone - issue resolved"
• "Waiting for warehouse to confirm stock"
• "@Sarah can you check on this order?"
• "Customer was refunded $25 on 01/15"

Tips

• Add notes before reassigning tickets - gives context
• Document phone calls or offline communication
• Use notes to track what you've already tried