The purpose of adding an internal notes to a ticket is to maintain private conversations between internal members. Support agents use internal notes to record information about customer inquiries, previous interactions, and steps taken to address the issue. This information is critical for providing consistent and effective support.
Individual agents or administrators, teams, or entire departments can receive notifications regarding internal notes within the system. You can tag a particular agent or administrator within an internal note to alert/notify them that they’ve been mentioned in a ticket’s internal note. Similarly, it is possible to specify a team in the internal note to inform all agents belonging to that team that they’ve been mentioned in a ticket’s internal note. Likewise, you can choose to specify a particular department within the internal note, which will trigger notifications to agents associated with that department, informing them that their department has been mentioned in the internal note of a ticket.