How to Add Private Notes to Tickets in BoldDesk
Private notes in BoldDesk enable agents to collaborate internally without exposing information to customers. Private notes are visible only to agents who have access to the ticket and are never displayed in the customer portal. Additionally, customers do not receive email notifications when private notes are added.
Agents can add private notes through the Agent Portal or by using Email Actions. This article explains both methods and provides best practices for internal collaboration.
Why Use Private Notes?
Private notes help agents communicate and work together behind the scenes while keeping customer-facing conversations clean and professional.
Common use cases include:
- Sharing troubleshooting details with teammates.
- Requesting assistance from another agent using @mentions.
- Recording internal investigation notes.
- Providing handoff information during shift changes.
- Documenting escalation details.
- Adding internal context that should not be visible to customers.
Steps to Add a Private Note Using Agent Portal
Method 1. Add a Note from Within a Ticket
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Open the ticket where you want to add a private note.
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On the ticket details page, click Add Note or press the N shortcut key to open the text editor.
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Enter your internal message.
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Optionally, use @mentions to notify another agent.
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Click Update note to save the note.
Method 2. Add a Note Using Quick Actions
You can also add a private note directly from the ticket list page.
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Navigate to the Tickets list.
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Open the Quick Actions menu for the desired ticket.
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Select Add Private Note.
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Enter your note.
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Save the note.
- BoldDesk does not provide a built-in agent-to-agent chat feature. Instead, agents can collaborate using Private Notes and @mentions, allowing them to communicate directly within ticket conversations.
- When private notes are added through automation, the note is displayed as system-generated and is not associated with a specific agent.
Steps to Add a Private Note Using Email Actions
Email Actions allow agents to update tickets directly from email. Instead of signing in to the Agent Portal, agents can reply to a ticket notification email and use a supported command to create a private note.
Supported Commands
Use either of the following commands in the email body:
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#Private
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#Note
When the email is processed, the content is added to the ticket as a private note instead of a customer-facing reply.
- Commands can be placed anywhere within the email body.
- Commands are case-insensitive.
- A valid command converts the email response into a private note.
Choose Whether to Record the Email in BoldDesk
When replying from an external email client, choose the approach that matches your intended result:
| Intended Result | Action |
|---|---|
| Add the reply to the ticket as a private note | Keep the BoldDesk support email address in the recipients and include #Private or #Note anywhere in the email body. |
| Send the email without updating the BoldDesk ticket | Remove the BoldDesk support email address from the To and CC fields before sending the email to the intended external recipients. |
- If the configured BoldDesk support email address remains in the To or CC field, BoldDesk may process the email as a new ticket or add it to an existing ticket based on email threading and ticket-matching logic.
- Remove the support email address when the email should not be recorded in BoldDesk.
For more information about support-email processing, explore How to Configure Support Email Addresses in BoldDesk.
Frequently Asked Questions
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Are private notes visible to customers?
No, private notes are strictly internal and do not appear in the customer portal. -
Can I notify other agents in a private note?
Yes, use the @mention feature to tag and notify other agents. -
Do private notes trigger email notifications to customers?
No, customers never receive notifications for private notes. -
Are private notes included in automation workflows?
Yes, automation can add private notes, but they will show as system-generated. -
Is there a limit to the number of private notes per ticket?
No, you can add unlimited private notes to any ticket. -
When an agent responds to a group ticket, how can they ensure their response is added as a private note?
In BoldDesk, agents can add responses as a Private Note by selecting the Private Note option instead of Public Reply while replying to a ticket.
If you want to prevent agents from sending public replies entirely, you need to disable the permission “Reply ticket via agent portal” for the agent role. When this permission is disabled, agents will not be able to post public replies, ensuring that all their responses are limited to private notes.
