Internal Notes are a powerful way for agents and supervisors to collaborate privately inside a ticket without sharing the message with the customer. Unlike public replies, internal notes are only visible to support staff and are never sent to the end user. This makes them ideal for escalations, troubleshooting logs, or sharing context with colleagues.

🔐 Who Can Use Internal Notes?

• Support Agents
• Support Supervisors
• Administrators

📌 Customers cannot see internal notes.

🖥️ Adding an Internal Note

1. Go to WordPress Dashboard → Smart Support → Dashboard.
2. Open the ticket you want to add notes to.
3. In the reply area, switch from Public Reply to Internal Note.
4. A modal window will open (as shown in the screenshot).
5. Enter your note using the editor. You can:
   • Add styled text (bold, italic, underline).
   • Insert links, media, or formatted lists.
   • Switch between Visual and Code editor modes.
6. Click Add Internal Note to save.

The note is then stored in the ticket history but flagged as Internal, so it is only visible to staff.

📌 Common Use Cases for Internal Notes

• Leaving troubleshooting steps for other agents.
• Documenting customer call summaries.
• Escalating tickets with detailed background info.
• Adding context when reassigning a ticket to another agent.

💡 Key Details

• Internal Notes appear in the ticket timeline but are highlighted separately from public replies.
• They are not emailed to customers.
• Notes can be added at any time while the ticket is open.
• This is a free feature included with Smart Support (no add-on required).

Internal Notes are an essential collaboration tool that keep your support team aligned while ensuring customers only see the information meant for them. Use them for internal communication, handovers, and escalation logs to keep your helpdesk organized and efficient.

Public Replies vs Internal Notes: Side-by-Side Comparison