Internal notes and mentioning colleagues

The «Internal note» sits in the right column, at the bottom of the «Details» card, and takes all the remaining space: it is what you do most often while reading a ticket.

Write in the box and press «Add», below on the right — or Ctrl+Enter (Cmd+Enter on Mac), so your hands stay where they are. The note appears in the conversation, on a different background from the messages, and is seen only by agents who have access to that ticket. It never reaches the customer, neither by email nor in the request area: not the text, not any attachments.

Calling a colleague with @

Typing @ in the note shows, above the box, the «People to mention» list: only those who can see that ticket. Pick the name with the arrows and Enter, or by clicking it. Whoever is mentioned gets a notification — the bell at the top right — and clicking it lands straight on the ticket.

It is the right way to ask for a hand without reassigning: the ticket stays with you, the colleague reads and answers with another note.

If the list does not appear

It means nobody else can see that ticket — for instance because you are the only person in its area. The note is saved anyway, just with nobody to call.

Questions this guide answers

• how do I write a note the customer cannot see
• how do I call a colleague onto a ticket
• what happens with the at sign
• does the customer read internal notes