Internal Messages, Notes and CC

Talk about a ticket with your team without the client seeing it.

Overview

This guide covers internal messages, the internal note and CC.

Who Can Access

Team members need Manage team messages (on ticket) for internal messages and Edit ticket notes for the note.

Step-by-Step Guide

1. Send an internal message

   On the ticket, click the Internal tab. Choose who it is for under Select recipient, or type @ to mention someone, write the message and click Send. The client never sees these.

   

2. Keep a note

   In the Info tab, Internal Note is one shared note for the ticket. Write in it and click Save Note.

   

3. Copy someone in

   Add team members under CC when you create or edit the ticket. They are kept in the loop on updates and can read the ticket, but can’t change it.

Frequently Asked Questions