Internal notes

An internal note is a short piece of text attached to a conversation and visible only to members of the organisation. It isn't an email: it never reaches the customer and is neither sent nor stored on the mail server. Use it to hand over what was agreed — "customer got a 10% discount, waiting for the warehouse to confirm" — so the next person doesn't start from scratch.

Adding a note

1. Open the conversation.
2. In the right-hand column, find the Internal notes card.
3. Type into the "Write a note for the team…" field and click Add note.

The note appears straight away, without a page reload, with the author's initials and the time. It's plain text (up to 20,000 characters); line breaks are kept, HTML formatting isn't.

Any member with the "View + send" scope or higher can add notes. "View only" members can read notes but don't see the input field.

Where notes show up

Notes aren't covered by mailbox search and never appear in the text of a reply or forward.

Deleting

Each note has an × button, Delete note (with a "Delete this note?" confirmation). Only these people see it:

• the note's author,
• the organisation's administrators.

Other members can't delete someone else's note — it's a record of what that person agreed, and it should stay. Deleting is permanent (there's no trash), but the Activity card keeps a trace of who deleted the note and when. Notes can't be edited — to correct one, add a new note, or delete it and write it again.

Activity

Below the notes is the Activity card — a chronological record of everything that happened to the conversation in the helpdesk: assignments, status changes (manual and automatic), SLA start and outcome, routing rules firing, reopening after a customer reply, notes added and deleted. Automatic events are signed "System".

Activity is kept for 180 days by default; older entries are removed during routine maintenance. Notes themselves don't expire.

See also: Assignments and statuses, Who's reading this.