Adding Private Notes for internal use
Often, you need to discuss a ticket or issue with other agents in your team, share progress internally and log your updates for future reference. Freshservice lets you add private notes to a ticket that are only visible to agents logged in to your service desk. When you add a note to a ticket, you can also choose to notify specific agents in your team.
Quick guide to adding private notes:
Open up a ticket from your Dashboard or Tickets List page
Go to the Details tab and under conversations, click on Add note
Type the note. You can also use rich text formatting to highlight, bullet and style your comments
Attach a file if required by hitting the Attach a file button
Type the agents you wish to notify on this particular comment in the Notify to: field. Remember that all logged in agents will still be able to see your note, but only the agents you choose will receive an email notification
From the drop down you can choose to add it as a private note or a public note
Press Add note
-
The note will now be added to your ticket and cannot be seen by the requester
Similarly, you can also simultaneously add the note and resolve the ticket by clicking Add and Set as Resolved button from the Add note dropdown options