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.
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.
Note:
- 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.
