Internal notes and team collaboration
Discuss a ticket privately with your team without the customer seeing.
Published 6/12/2026Updated 9/9/2026
Inbox & Tickets
Internal notes and team collaboration
Discuss a ticket privately with your team without the customer seeing.
Visible to the team only
Some conversations need a second opinion — a refund above your limit, a tricky logistics case, a VIP customer. Internal notes let the team talk inside the ticket without the customer seeing anything.
Using notes
Open the ticket
Switch the composer to Internal note.
Write your note and post it
It appears in the thread with a distinct color, visible to the team only.
When to use a note instead of a reply
- ·Handing a ticket over — leave a note summarizing the state before reassigning.
- ·Asking for a decision — get a teammate or admin to weigh in.
- ·Documenting why you did something — a goodwill refund, an exception — so the next agent has context.
Good to know
i
Notes are never delivered to the customer, on any channel.
✓
Notes stay in the ticket history permanently. Future agents handling the same customer see the full story.
Talk it through, privately
Leave a note and the next agent picks up with full context.
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