What Are Internal Notes
Internal notes are private messages attached to a ticket thread. They are visible only to staff members — clients never see them, and they are never included in email notifications sent to the client.
Use internal notes to communicate within the team without cluttering the client-facing conversation.
Adding an Internal Note
- Open the ticket at Admin → Support → Tickets → [Ticket].
- In the reply area, select the Internal Note tab (next to the Reply tab).
- Type the note content.
- Optionally attach a file (internal attachments are also staff-only).
- Click Add Note.
[!IMPORTANT] Confirm you are on the Internal Note tab, not the Reply tab, before submitting. Submitting on the wrong tab sends the message to the client.
Visual Distinction in the Thread
Internal notes are displayed inline in the ticket thread with a distinct background colour (typically yellow or amber) and labelled Internal Note so staff can clearly identify them at a glance.
The note shows:
- Staff member's name who added it
- Date and time
- Note content
- Any attachments
Clients who view the same ticket in their portal see the thread without the internal notes — the thread appears continuous with no visible gaps.
Common Use Cases
| Scenario | How to use internal notes |
|---|---|
| Escalating to a senior team member | Note the escalation reason and tag the assignee. |
| Recording investigation steps | Document what you tried so the next agent has context. |
| Flagging a related ticket | Note the other ticket number to cross-reference. |
| Billing exception approval | Record internal approval before adjusting the invoice. |
| Third-party communication summary | Paste in the relevant part of a vendor conversation. |
Notes and Notifications
Internal notes do not trigger client email notifications. The client does not receive any email when a note is added.
Staff members may receive an internal notification (depending on notification settings) when a note is added to a ticket assigned to them, but this is a staff-only in-system alert.
[!TIP] If you need another staff member to see the note urgently, use your team's internal messaging tool to alert them directly — there is no @mention system in notes.
Editing and Deleting Notes
Internal notes can be edited or deleted by staff from the ticket thread. Deleting a note requires password confirmation. Editing creates an updated version in place with a timestamp.
Notes are part of the ticket record and are retained as long as the ticket exists.
Notes vs Replies
| Reply | Internal Note | |
|---|---|---|
| Visible to client | Yes | No |
| Triggers client email | Yes | No |
| Changes ticket status | Yes (sets Answered) | No |
| Appears in thread | Yes | Yes (staff view only) |
| Supports attachments | Yes | Yes |