« Work with tickets

How to use private notes

Rafal Kloc
1 min read
updated: Jul 1, 2019

You can use “private notes” to collaborate with your teammates. In this article, you will learn how to use private notes and how they can help you solve tickets faster.

You can leave a private note for yourself or for your teammates. It’s useful when you need to consult your colleagues on how to respond to a message.

How to write a private note

A private note will be displayed in the main conversation section. However, unlike a message sent to a customer, the note has a grey color.

To write a private note, switch the toggle in the bottom left corner of the message window. Write your private note and click “Submit”.

The private note toggle in HelpDesk

If the note for someone else from your company, the next thing to do is to assign the ticket to this person.

To assign a ticket to a person, choose an agent from a dropdown menu in the Agents window in the Details section.

Assigning agents in HelpDesk

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