Notes & Mentions

Internal Notes

Internal notes allow agents to leave comments on tickets that are only visible to your team. These are perfect for:

• Sharing context with the next agent who picks up the ticket
• Documenting investigation findings
• Recording follow-up actions needed
• Adding additional context from other systems

Adding a Note

1. Open a ticket
2. Switch to the Note tab in the reply area
3. Type your note and click Add Note
4. The note appears in the conversation timeline with a distinct visual style

@Mentions

Use @mentions to tag specific team members in a note:

• Type @ followed by the agent's name
• Select from the autocomplete dropdown
• The mentioned agent receives a notification

@mentions are a great way to ask a colleague for input, escalate an issue, or draw attention to something specific without reassigning the ticket.

💡 Tip: Internal notes are never visible to customers. Use them freely to communicate with your team about any ticket.