Internal Notes & Mentions
Collaborate effectively with your team using internal notes that customers never see. Use @mentions to bring colleagues into conversations and get help when needed.
Internal Notes
Internal notes are comments visible only to your team. Customers cannot see them in emails or the customer portal.
Use Internal Notes For
- ✓ Documenting troubleshooting steps
- ✓ Sharing context during handoffs
- ✓ Asking teammates for help
- ✓ Recording phone call summaries
- ✓ Noting customer sentiment
How to Add a Note
- 1 Open the ticket
- 2 Click the "Note" tab in the reply area
- 3 Type your message
- 4 Click "Add Note"
Visual Distinction
Internal notes appear with a yellow/amber background in the conversation thread to clearly distinguish them from customer-visible messages.
@Mentions
Use @mentions to notify specific team members within a ticket conversation.
How Mentions Work
Mention a Person
Type @sarah to mention Sarah. She'll receive a notification.
Mention a Team
Type @billing-team to notify all Billing Team members.
Autocomplete
Start typing after @ to see suggestions. Use arrow keys to select.
Notification Settings
Control how you receive mention notifications at Settings → Notifications.
In-App
Bell icon notification in the top navigation
Receive email for each mention
Slack/Teams
Push to your chat app (if integrated)
💡 Pro Tips
- • Mention before reassigning so the new agent has context
- • Use team mentions sparingly to avoid notification fatigue
- • Include the question/request in the same note as the mention
- • Notes support formatting: bold, italic, and code blocks