Internal Notes

Internal notes are messages for your team inside a ticket. They aren't sent to the customer and don't show in the widget: only the project team sees them.

To write a note, click “Note” above the reply field (click “Reply” to switch back) or press Ctrl+Shift+L; the “Note (visible only to team)” item in the arrow menu next to the send button does the same. In note mode the field turns yellow and the send button reads “Note”. In the conversation a note is a yellow message labelled “Internal Note (author name)”.

A note doesn't count as a reply to the customer: it doesn't assign the ticket to you and doesn't count as the first response for SLA. You can leave a note in a ticket assigned to another operator without taking it over. A note sends no notifications: colleagues see it in the ticket, instantly if they have the ticket open.

In BillManager tickets a note is also added in BillManager itself, as an internal comment the customer doesn't see.

Files attached to a note are private too: only project members can open them. In the dashboard, links to these files are signed and work for 12 hours; the dashboard gets fresh ones when it reloads the conversation. Without a valid signature, the link doesn't open for anyone outside the project. If you remove a file from a note or delete the note, the file stays private.

Use notes for:

• Passing context to another operator during shift changes
• Recording important details about the request
• Giving a colleague a hint in their ticket

“Schedule send…” in the arrow menu works for a note too: when the time comes, it stays a note and doesn't go to the customer. How scheduled sending works is described in Replying to tickets.

How unfinished text is kept is described in Drafts and mobile composer.