Plan requirement
| Subscription | Any plan |
| Access | Agent |
The single most consequential button in the Agent Workspace. One reaches the customer, one does not, and the tab remembers your last choice.
What each one does
- Public reply is sent to the requester and any CCs, and appears in the help centre if they look the ticket up.
- Internal note stays inside your team. Agents and light agents see it. The customer never does.
Use an internal note for
- Handing a ticket over with context the next agent needs.
- Recording what you tried and what it showed.
- Flagging something about the customer that colleagues should know.
- Asking a colleague a quick question, by mentioning them.
For anything longer than a quick question, a side conversation keeps the exchange readable rather than burying it in the thread.
The mistake everyone makes once
The composer keeps whichever tab you used last, across tickets. Write three internal notes in a row and the fourth ticket opens on internal note too. Look at the tab before you send. It is the one habit that separates agents who have had an awkward afternoon from those who have not.
An internal note cannot be unsent as a private one if it went out publicly. Editing or deleting a comment is restricted and, on many accounts, not possible at all. If it happens, tell the customer plainly rather than hoping they did not read it.
Changing the default
An admin can set whether new comments start as public or private for the whole account. Teams doing mostly internal work often flip it, and it removes a whole category of accident.
Comments
0 comments
Article is closed for comments.