Internal Notes — Team Communication

Notes visible only to your team

Internal notes are messages within a ticket that are never sent to the customer. They are only visible to members of your organization.

What are internal notes useful for?

• Leaving context for colleagues ("Customer is VIP, please give priority")
• Documenting technical details ("Log shows timeout on server 3")
• Handover to another team ("Please billing team check the last invoice")
• Recording decisions ("Goodwill granted, 1-month extension")

Creating a note

In the reply editor below, switch from "Reply" to "Note". The editor will be highlighted in yellow so you can always see that you are writing an internal note — not a customer reply.

AI context

Internal notes are passed along to the AI assistant. If you note "Customer has already called 3 times, is frustrated," the AI-generated response will be more empathetic and direct.