Notes & Mentions

Internal Notes

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

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

Adding a Note

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

@Mentions

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

• 1. Type @ followed by the agent's name
• 2. Select from the autocomplete dropdown
• 3. 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.