How to use private notes

Rafal Kloc
2 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

Mentioning in the private notes

Private notes can be used to mention agents who can contribute to a quicker ticket resolution.

To mention the agent in the private note, you can click on ‘@’ icon or simply type ‘@'.

Mentioning an agent in a private note.

Next, you’ll see a drop-down list with active agents to choose from.

Drop-down list with agents to mention.

Mentioning the agent along with the text of the message.

Choose an agent and write the private note message. Then click on the ‘Submit’ button.

Note that when you mention an agent, the message window automatically switches to private mode. This is because the mention is disabled in public messages.
Note that when you mention an agent, the message window automatically switches to private mode. This is because the mention is disabled in public messages.

When you mention agents, they will be notified and automatically added to the followers’ list.

The mentioned agent on the list of followers.

Video tutorial

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