Adding notes on tickets

Adding a note on a ticket is a useful way to communicate with other agents in the system when working on a ticket. 

If you are planning on re-allocating a ticket to another team or are changing the status of a ticket to seeking input as you are looking for advice from other teams, it is best practice to leave a note explaining this.

Notes can be private, so the customer is unable to see the correspondence, or public, meaning the customer will see agent exchanges on their ticket. Be mindful of the type of query you are responding to when deciding if notes are public or private.

Follow the steps below to leave a note on your ticket. 

Clicking on the images below will increase their size. 

1. Open your ticket from the ticket queue and select add note in the top bar. 

2. Select the private icon to toggle whether your note is private or visible to the customer. In most cases notes will be private.

3. If you wish to notify a specific agent, select the 'notify to' field and type in the email address of the agent you are addressing. It is not necessary to notify an individual of your note if you would just like the note visible to any agent viewing your ticket. Typing @*insert agents name* in the body of your text will also act to notify an agent of your note. 

4. Enter your notes in the text field as you would in an email.

5. Select add note. The agent you have addressed your note to will receive a notification in their inbox. 

6. Private notes will appear with a yellow background in the ticket. 

A point in time history of notes between agents and replies to the customer will be visible in the ticket as it would be in an email chain.