Internal Notes

To create an internal note, simply select the internal radio button.  Internal notes are for collaborating with other team members on a ticket thread.  Internal notes are invisible to the customer and do not trigger an email to be sent out to the customer.  

Internal notes are useful for capturing a thought during a phone, chat or slack conversation, providing additional context around a solution, or communicating with other agents.  Actions such as reassigning discussions, or marking a discussion resolved will automatically create an internal note for record keeping.

Did this solve your problem?