Notes

Public and private notes are a non-invasive way of sharing updates about a ticket. Private notes are only visible to agents; they help agents communicate internally with other agents.

With private notes,

• Senior agents can provide guidance to trainee agents who are replying to tickets for the first time.
• Agents can get help from other agents who have more expertise with the issue.
• If the ticket consists of action items, the agents can let the concerned people know.

Public notes are visible to, and can be created by, both customers and agents. It’s a great way to let the customers know what’s happening with their ticket without bombarding them with notification emails.