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 and 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 a teammate or admin to weigh in on a decision.
- Documenting why you did something (a goodwill refund, an exception) so the next agent has context.
Good to know
- 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.
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