Internal notes

Updated 5 months ago by Romain Lapeyre

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. 

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