Private notes are a great way to share information across your system that you maybe wouldn't want your clients to see. We make Private Notes available as often as possible from a private note about a customer to a private note about a ticket type. These are places to store absolutely anything that you think will be beneficial to your business. They can also serve as hints, tips or reminders of why things are set up in a certain way or why a customer has a certain Service Level Agreement that could be missed or forgotten on a day to day basis.
Private notes can be used by Agents in a Team to communicate within a ticket without the client needing to see. Perhaps you are sharing code or a technical fix to resolve the issue that wouldn't be of any use for the client to know. Private notes can be found in the second tab next to Messages within a ticket.
Private notes can be a great way to disseminate information to your team that can be updated as new information is received, expanded to include notes from various departments or deleted at any time as your business needs grow and develop.
Here is an example of a private note on a ticket.
Private notes can be added to a particular user of the system. You can add them when setting up a new User in the main body of the new User form and the note/s will be displayed within the Ticket Sidebar.