Last updated: 2024-05-16
Private notes for internal sharing
When you get off a call with a requester who is reporting an issue, you would want to add your progress and comments to the original ticket for reference. Sometimes, you might even want to leave a friendly update to the user without invading their inbox saying that help is on the way. With Freshservice, you can do both with something called notes.
Notes let you jot down pointers right inside the ticket for internal use, and also non-invasively update your requesters on ticket progress every now and then.
Private notes
Often, you need to discuss a ticket or issue with other agents in your team, share progress internally, and log your updates for future reference. Freshservice lets you add private notes to a ticket that are only visible to agents logged in to your service desk. When you add a note to a ticket, you can also choose to notify specific agents in your team.
A quick guide to adding private notes:
The note will now be added to your ticket and cannot be seen by your requesters. Similarly, you can also simultaneously add the note and resolve the ticket by clicking Add and Set as Resolved button from the Add note dropdown options