Want to add a note to a ticket that can been seen by the rest of your team but that's hidden from your customer? We'll show you how!

This help file will show you how to add internal notes to tickets in eDesk.

Before you start

  • You’ll need an eDesk account. To find out more, click here.

01 Use internal notes to collaborate with your teammates

The internal notes feature is a great way to leave handy notes on customer messages, either for your own reference or to help out your teammates.

To add an internal note, just click on the Note tab in the Reply box. 
Note: Internal notes will not appear to your customers, only your eDesk teammates!

Did you know that you can also @mention teammates in your internal notes? Your teammate will see the ticket in the Mentioned section of their mailbox. Find out all about @mentions here.

You can also use snippets in an internal note. Click here to learn more.

Further Readings


If you would like to find out more about responding faster with snippets, click here.

If you would be interested in learning more about Message Rules with eDesk, click here.