How do I add and manage notes on a ticket?

Learn how to add internal notes to keep track of ticket details.

What Are Ticket Notes?

Ticket notes allow agents to record important details about a conversation without the customer seeing them.

Types of Notes in Engage

• Ticket Notes – Visible when working on the same ticket again.
• Author Notes – Stay linked to the customer and appear on future tickets.

How to Add a Note

1. Open a ticket and navigate to the notes panel.
2. Click + Add Note.
3. Type your note with relevant details.
4. Click Save Note to store it.

When to Use Notes

• Summarising customer interactions for other agents.
• Recording important details (e.g., previous complaints, special requests).
• Adding context when reassigning a ticket.