Add internal notes to ticketsUpdated 2 days ago

You can leave an internal note on a ticket when you’d like to add a comment to the message thread that isn’t visible to the customer. You might leave an internal note to track the steps you’ve taken on a customer’s issue, or to provide context to a teammate if you’re handing a ticket over to them. You can create internal notes from the helpdesk, and optionally tag other users to notify them that the conversation needs their attention.

Requirements

• Available on all Helpdesk plans
• All roles can add internal notes to tickets

Leave an internal note

Internal notes appear in the ticket conversation on a yellow background, and anyone with access to the ticket in your helpdesk will be able to view it. Adding an internal note will not contribute to the tickets replied, messages sent, or onetouch tickets metrics that are measured in Analytics. If you forward a ticket that includes an internal note to an external email address, the internal note won’t be included.

1. From a ticket, click the channel icon in the top-left corner of the message composer.
2. Select Internal note. The background of the message composer will change color to indicate that you’re writing an internal note.
3. Type your note, or apply a macro.
4. Click Send.

Mention a user in an internal note

When you mention someone in an internal note, they'll receive a notification in Gorgias, and an email notification. The notification will include a preview of the note's content, and a link to the ticket where the note can be viewed in full, and responded to, if needed. If the mentioned user replies to the notification email, their response will be added to the ticket as an internal note.

1. From a ticket, click the channel icon in the top-left corner of the message composer.
2. Select Internal note. The background of the message composer will change color to indicate that you’re writing an internal note.
3. Type @, then start typing the user’s name and select it from the list.
4. Type the rest of your note, then click Send.

Create a ticket with an internal note

You can create a ticket that includes only internal notes. These are useful for internal processes, like escalations or communication between agents.

1. From your Inbox, click the Create dropdown menu at the top of the sidebar.
2. Select Create ticket.
3. In the To: field on the message composer, enter an internal email address.
4. Click the channel icon in the top-left corner of the message composer, then select Internal note.
5. Type your note, or apply a macro.
6. Click Send.

Track tickets that include internal notes

Gorgias doesn’t have a native filter for tickets that contain internal notes, however you can create a rule that adds a tag to your ticket when someone adds an internal note to work around this.

1. From your helpdesk, click the dropdown menu in the top-left corner.
2. Select Workflows.
3. In the menu, locate Tools, then select Rules.
4. Click Create rule.
5. Click Create Custom Rule.
6. Give your rule a name.
7. Click the text box next to WHEN, then select new message in ticket.
8. Click THEN, then select “IF” statement.
9. Click the condition selector (which defaults to ticket status), then select Message > From agent and set the variables to is true.
10. Click IF, then select Add AND condition.
11. Click the condition selector (which defaults to ticket status), then select Message > Public and set the variables to is false.
12. Click THEN, then select Action.
13. Click Select action, then select Add tags, and enter the name of the tag.
14. Click Create rule.