An internal note lets you leave context for teammates — or yourself — right inside a ticket, without the customer ever seeing it. Use the composer’s Note mode instead of Reply mode to write one.
Switch the composer to Note
- Open the ticket.
- At the top of the composer, click Note in the Reply / Note toggle (next to Reply).
- The message box’s placeholder changes to “Write a private note (agents only)…” and the composer takes on a distinct highlighted style, so it’s visually clear you’re not about to reply.
Write and save the note
- Type your note. The same formatting toolbar (bold, italic, lists, quote, link, code) and attachment buttons work exactly as they do for a reply.
- Click Save — the primary button reads “Save” instead of “Send” while Note is selected.
- The note appears in the thread as a full-width card tagged “Private note,” showing your name and the time — a different look from the left/right chat bubbles replies use, so agents scanning the thread can tell notes apart at a glance.
What’s different about a note
- Notes are agents-only — the customer never sees them, and they never trigger an email to the customer.
- Composing a note doesn’t send the customer a “typing” indicator the way a reply does.
- A note never changes ticket status, never moves the ticket between Now and Later, and never counts as an answer for auto-close purposes.
- There’s no Send + Close, Snooze, or Schedule send option while Note is selected — those live only in Reply mode’s Send dropdown. Switch back to Reply any time by clicking the Reply toggle.