Adding Internal Notes to a Ticket

Overview
Record private, internal comments that won’t be visible to the customer.

Steps

1. Open a ticket.

2. In the reply composer, switch from “Public Reply” to “Internal Note.”

3. Type your note and click Save Note.

Tips

• Use internal notes for handoffs between shifts.

• Keep notes concise and action‑oriented.

Troubleshooting

• Internal Note tab not visible? Confirm your role has permission for internal comments.

• Note not saved? Check that you clicked the correct “Save Note” button.