Helpdesk allows for various types of comments, including public comments, private notes, and internal notes. This blog focuses on internal notes, their purpose, and how to configure them.
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Purpose of Internal Notes
Internal notes are designed for agents (technicians) to discuss issues privately, without making their comments visible to ticket reporters, owners, or watchers. These notes are only accessible to the technicians, ensuring sensitive internal discussions stay confidential.
How to Configure Internal Notes
- Ensure the internal note functionality is enabled in the Settings.
- To configure, click the three ellipses next to the relevant request type and select Edit.
- Under Technical Team, enter the group name.
Only users in this group will be able to create and view internal notes for that specific request type.