BoldDesk Private Notes: How to Add Internal Notes to Tickets
Private notes in BoldDesk allow agents to collaborate internally without sharing information with customers. These notes are not visible in the customer portal, and no email notifications are sent to customers. Agents can add private notes through the Agent Portal or by using Email Actions. This article explains both methods and provides tips for effective internal communication.
Add Private Notes Using the Agent Portal
For adding a private note, open a ticket and select ‘Add Note’.
Alternatively, add a private note using the Quick Action menu on the ticket list page.
- BoldDesk does not offer a built-in agent-to-agent chat feature. However, agents can collaborate internally using private notes and the @mention feature, which allows them to notify other agents directly within ticket conversations. This ensures seamless internal communication without exposing messages to customers.
- Automation-generated private notes will not reference any agent; instead, they will indicate the system automation as the source.
Using the Email Action
The ‘Email Actions’ feature allows the agent to add a private note to a ticket by simply replying to the ticket through email to the support team with the appropriate command.
To update the reply to the ticket as a private note, agents can use either the #Private or #Note command.
- Command can be placed anywhere in the body of the mail.
- Command is case insensitive.
FAQs
1: Are private notes visible to customers?
No, private notes are strictly internal and do not appear in the customer portal.
2: Can I notify other agents in a private note?
Yes, use the @mention feature to tag and notify other agents.
3: Do private notes trigger email notifications to customers?
No, customers never receive notifications for private notes.
4: Are private notes included in automation workflows?
Yes, automation can add private notes, but they will show as system-generated.
5: Is there a limit to the number of private notes per ticket?
No, you can add unlimited private notes to any ticket.
