The Private Note feature allows team members to communicate internally within ongoing customer interactions without the customer’s awareness. This enables discreet collaboration, facilitating the exchange of insights, instructions, or comments among team members to enhance support quality and efficiency
Here’s how you can do it:
- Click on the Inbox icon from the left navigation menu
- Then select the Universal Inbox menu (see the screenshot below)
3. Select the ticket on which you want to add a private note. (see the screenshot below)
4. Now, click on the private note icon located at the bottom of the text box as shown in the screenshot below.
💡The private note feature will work only when the ticket is assigned. so if it is not assigned to anybody the private feature will not work.
5. Type the text by mentioning the team member you want to share the private note with and hit the send icon.
6. You will see the text will come into the yellow color within the ticket and show that it is a private note and will only be visible to the mentioned person. see the screenshot below
Now the mentioned person will get the notification and he too can send a private note within that ticket.