Agent Notes are a great way to add information to a ticket that you only want agents to see.

They show up in the ticket history, and agents will be notified when they are added to a ticket depending to their notification preferences, but they are not sent to the user or visible on the Help Center.

To add a Note to a ticket you need to select the Note tab.

When you select the tab, the reply box will turn purple which is the color that represents internal agent notes throughout the Deskpro interface.

Mentioning other Agents

One of the best uses of Agent Notes is to notify other Agents with @mentions. You can type the Agents name or select them from the menu when you start typing

When you @mention another Agent on a ticket, they will be notified via Agent IM with the number of the ticket and the message added.

You can open a ticket from the notification by clicking on the ticket number.

You can also convert a normal ticket message to a note, or vice versa, in the ticket message settings.

You can watch our video about Using Agent Notes for more information about this feature.