Adding Private Notes to a Ticket
Private/internal notes can be added to a ticket by an agent. These notes are not visible in the customer portal, and email notifications are not sent to a customer for added notes.
Agents can add a private note using either the agent portal or an email action.
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.
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.
Related Article
To find more details about Email Actions, please read the following article.
