What is an internal note
Internal notes are private messages in support threads that only support agents may see.
These messages are not visible to users.
How to add an internal note to a thread
- Inside the thread, select ‘Private Note’ (this is found above the message box)
- The message box will change color notifying you that you are typing an internal note
- Once ready, press ‘Save Note’ and the internal note will be saved to that thread
Internal notes are great when passing on a thread to an agent or making a reminder for yourself regarding that specific thread.
Categorised in: Pro
This post was written by Dylan