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How to use Private Notes

You can use Private Notes to collaborate with your teammates. In this article, you will find information on how to use private notes and how they can help you resolve cases faster.

You can leave a private note for yourself or for your teammates. It’s useful when you need to consult your colleagues on how to respond to a message.

How to write a private note

A private note will be displayed in the main conversation section. However, unlike a message sent to a customer, the note has a grey color.

To write a private note, switch the toggle in the bottom left corner of the message window. Write your private note and click “Submit”. 


If the note for someone else from your company, the next thing to do is to assign the ticket to this person.

To assign a ticket to a person, choose an Agent from a dropdown menu in the Agents window in the Details section.