Adding notes to tickets
Adding notes to tickets can make it easier for revisiting old conversations or viewing a ticket you may not already be familiar with. It's super easy to create a new private note, this means only agents can see them.
Make your way to the messaging section and select the ticket you want to add a note too.
Once you're in the ticked click Note at the bottom of the screen to switch to a new text box.
Click Add Note to save the new note to the ticket.
You can change the status of the ticket and add a note at the same time by clicking the blue arrow next to Add Note and selecting one of the options.
Once you've added your note you'll see it in blue text on the ticket.