Internal notes
Drop private context onto a ticket that staff can see but customers never do - what you tried, what to escalate, who handled it last.
What they are
Internal notes are short pieces of text attached to a ticket and visible only to staff with dashboard access. They don’t post to Discord, they don’t reach the customer, and they stay on the ticket forever - even after close, the notes are part of the audit trail.
Adding a note
Open a ticket in the dashboard. The detail view has tabs across the top - switch to the Notes tab. Click Add Note, type your note, and submit. It appears immediately, timestamped, with your avatar.
What you can write
- Up to 1,000 characters per note, plain text.
- Add as many notes as you like; they thread chronologically on the same tab.
- Notes can be deleted from the Notes tab. Any staff member with dashboard access to the ticket can delete a note, so treat them as shared workspace, not private margin notes.
What they don’t do
Notes are deliberately simple right now. There’s no @-mention parser, no notifications, no role tags - “@alex see this” is just plain text. If a teammate needs to be alerted, ping them in Discord directly.
Where they live
Notes are stored with the ticket and stay visible in the dashboard for as long as the ticket exists. They are not currently part of the closed-ticket transcript export - if you need a complete audit trail that includes internal notes, copy them out of the Notes tab before close.