How to Use Internal Notes for Team Collaboration

Internal notes let your support team communicate privately within a ticket — without the customer seeing anything. Use them to coordinate, document troubleshooting, and leave context for other agents.

What Are Internal Notes?

Internal notes are private messages attached to a ticket that are only visible to agents and administrators. Customers never see internal notes in their portal view.

Think of them as “sticky notes” for your team — a place to:

• Document what you’ve tried so far.
• Leave context for the next agent who picks up the ticket.
• Record decisions, approvals, or escalation details.
• Share relevant information from other systems.

Adding an Internal Note

Single Ticket

1. Open a ticket in the Ticket Details view.
2. Click the Note tab (next to the Reply tab).
3. Type your note in the rich text editor. You can use formatting (bold, italic, lists, links).
4. Click Submit Note.

The note appears in the ticket’s note section with your name, avatar, and timestamp.

Bulk Notes (Multiple Tickets)

Add the same note to several tickets at once:

1. Go to the Tickets list.
2. Select multiple tickets using the checkboxes.
3. Click the bulk action dropdown and choose Quick Note.
4. Type your note.
5. Click Submit.

The note is added to every selected ticket.

Viewing Notes

• Notes appear in the Note section of the ticket details.
• Each note shows:
• Notes are displayed in chronological order (oldest first).

Who Can See Notes?

Notes are strictly internal — they never appear in:

• The customer portal
• Email notifications sent to customers
• Public ticket views
• Guest ticket access links

Use Cases

Documenting Troubleshooting Steps

“Tried clearing the user’s cache and resetting their session. Issue persists. Next step: check server logs for errors.”

Escalation Context

“Customer is a VIP client (Enterprise plan). Escalating to Level 2 support. Priority upgrade approved by @manager.”

Handoff Between Agents

“I’m going on PTO tomorrow. Key context: customer tried reinstalling but the same error occurred. Waiting on engineering team for the fix (JIRA-1234).”

Recording External Communication

“Called the customer on the phone. They confirmed the issue happens only on Firefox. Will test a fix and update.”

Decision Documentation

“Per team discussion: offering a full refund for this case. Approved by @teamlead on 2024-03-15.”

Tips

• Be specific. Write notes that another agent can understand without additional context.
• Include timestamps for external events. If you spoke to the customer by phone or email outside the ticket, note when.
• Use notes instead of private replies. If you don’t want the customer to see it, use a note, not a reply.
• Tag people. Mention other agents by name in notes so they know the context is for them.
• Don’t rely on memory. If you learn something important about the issue, write it down immediately.

Related Docs

• Support Agent Guide
• Ticket Status Workflow