Documentation / Working with tickets
Internal notes and AI notes
In short: In the Memos tab you record internal notes (memos) that only your team can see. A note belongs to the customer and is visible in all of their tickets; with Ticket you see only what was noted on this ticket. In addition, aishaa can write an AI note for you with her proposal, which you open in the composer.
Where to find this
Open a ticket and choose the Memos tab on the right. On a phone or tablet, first open the customer context via the Context button. You can add notes from the Agent role upwards; a Viewer can read them.
You open the AI note with the AI note button in the composer toolbar.
The Memos tab in the customer context of an open ticket, with the buttons All and Ticket, a few notes with Note by (name) and the Add memo button.
Adding a note
- Open the Memos tab and click Add memo. You can also open the Write to someone else menu next to To in the composer and choose Internal note.
- The dialog shows who the note belongs to: Customer: (name) – All tickets.
- Type your text in Memo content. The hint says it all: Write an internal note for your colleagues. This will not be sent to the recipient.
- Click Add memo.
The note appears at the top of the list with Note by and your name, the time and the type Memo. The ticket timeline shows Memo added to the ticket.
All notes or only this ticket
At the top of the tab are two buttons:
| Button | Meaning |
|---|---|
| All | All notes on this customer, from all of their tickets. A note from another ticket shows the ticket number. |
| Ticket | Only the notes created from this ticket. |
If there are many notes, Show more loads the rest. If there are no notes yet, it says No memos added yet. If no customer is linked to the ticket, you see No customer is linked to this ticket.
The AI note with a proposal
When aishaa writes a proposal, she can add a remark for you, for example what aishaa could not find or what you should check before sending. That remark is the AI note.
- In the composer toolbar, click AI note. The button is only active if aishaa has written a note.
- The AI note block appears above the editor with the text.
- Close the block with the cross.
aishaa remembers per user whether you want the block open or closed. If there is no note, it says There is no AI note for this draft. The AI note is never included in the reply to the customer.
The composer with the AI note block open above the editor, showing aishaa’s remark and the cross to close the block.
Other places where you write something down
- Internal note (optional) in the snooze dialog: visible in the banner as long as the ticket is snoozed. See Snooze and reminders.
- Note when waiting for an external party: visible in the banner and in the tooltip on the forwarded message. See Waiting for an external reply.
- Reason when merging, moving and splitting: appears in the ticket timeline. See Merging, splitting, moving and linking.
- Add memo on the customer profile under Contacts: the same notes as in the Memos tab, but without a ticket. See The customer profile.
Good to know
- Notes are internal. The customer never sees them, not even when you forward to an external party.
- You cannot edit or delete a note after saving it.
- When merging tickets, the notes only go along if you tick Move internal memos to destination ticket.
- Search conversation (Ctrl+F or ⌘+F) also searches the notes (Search messages and notes…).
- aishaa uses the notes on the customer as context for her proposal; the Resources tab then shows a source of the type Memo.