Internal notes are messages on tickets that are only visible to your team.
You can use them to collaborate on a ticket.
On a ticket, internal notes have a yellow background.
Leaving an internal note on a ticket
- Click on the channel icon
- Select Leave an internal note
- Type the note
- Click send.
This will add the note to the ticket. The note won't be visible to the customer.
When you need the input of a colleague to respond to a ticket, add an internal note and mention your colleague on it. They will receive an email with the note when you send the message.