The Notes tab lets agents store internal, non-ticket information directly on a specific Contact or a specific Contact Group. The Notes tab is only available after you open an individual Contact or Contact Group record (from the Contacts page or Contact Groups page).

Prerequisites and data handling

Access prerequisites

• Users must have access to Contact Management → Contacts and/or Contact Management → Contact Groups.

Internal-use guidance

• Notes are intended for internal reference.
• Do not store sensitive data such as passwords, one-time passwords (OTPs), payment details, or other restricted information.

Contact Notes (Notes on a single Contact)

Where to find Contact Notes

1. In the left sidebar, open Contact Management.

2. Select Contacts.

3. Open a contact by selecting a specific contact record to open the Contact Details page.

4. Click the Notes tab.

   

What you see in the Notes tab (Contact):

• An Add a note input area at the top.

• Notes listed with:

  • The note author name (as displayed in BoldDesk).
  • A timestamp (for example, showing date/time and “Just now”).

• Action icons on the right side of a note for common actions (for example, copy, edit, and delete icons).

  

Add a note to a Contact

1. Go to Contacts → open the contact → Notes tab.

2. Click inside Add a note.

3. Type the note content (example: preferred channel, best time to contact, special handling instructions).

4. Select Update Note to save (the note appears in the list with author and timestamp).

   

Edit a Contact note

1. Go to the contact’s Notes tab.

2. Locate the note you want to change.

3. Select the edit (pencil) icon on the right side of that note.

4. Update the text.

5. Save the changes.

   

Delete a Contact note

1. Go to the contact’s Notes tab.

2. Locate the note you want to remove.

3. Select the delete (trash) icon on the right side of that note.

4. Confirm deletion (if prompted).

   

Copy a Contact note

1. Go to the contact’s Notes tab.

2. Locate the note.

3. Select the copy icon to quickly copy the note content.

   

Contact Group Notes (Notes on a Contact Group)

Where to find Contact Group Notes

1. In the left sidebar, open Contact Management.

2. Select Contact Groups.

3. Open a group by selecting a specific Contact Group record to open the Contact Group Details page.

4. Click the Notes tab.

   

What you see in the Notes tab (Contact Group):

• A rich text editor (formatting toolbar such as paragraph styles, bold/italic, lists, alignment, etc.).

• A note area that can show validation (for example, “This field is required.” if empty).

• An attachment area with Drag & drop / Browse and an upload limit shown (for example, up to 20MB).

• Buttons such as Update Note and Discard.

  

Add or update a note for a Contact Group

1. Go to Contact Groups → open the group → Notes tab.

2. Enter the content in the editor (you can format text if needed).

3. (Optional) Attach supporting files using Drag file here or Browse.

4. Select Update Note to save.

   

Discard changes to a Contact Group note

After editing the group note, select Discard to revert unsaved changes.

Manage existing Contact Group notes (view/edit/delete)

On the Contact Group’s Notes tab, notes display similarly with a note list entry that includes an author/timestamp and action icons on the right (for example, copy, edit, delete), allowing you to manage an existing note the same way you manage Contact notes.

Frequently Asked Questions (FAQs)

1) What is the Notes tab used for in BoldDesk Contacts and Contact Groups?

The Notes tab lets agents store internal, non-ticket information on a specific Contact or a specific Contact Group.

2) Why can’t I see the Notes tab from the Contacts or Contact Groups list page?

The Notes tab appears only after you open an individual record. You must open a specific Contact (from Contacts) or a specific Contact Group (from Contact Groups) to access the Notes tab.

3) Where do I add notes for a single Contact?

Go to Contact Management → Contacts → open a specific contact → Notes.
In the Contact’s Notes tab, you can use Add a note and manage notes using actions like copy, edit, and delete.

4) What can I do with a Contact note after I create it?

From the Contact’s Notes tab, you can:

• Add a note (it shows the author and timestamp)
• Edit a note using the edit (pencil) icon
• Delete a note using the delete (trash) icon
• Copy a note using the copy icon