2.7 Adding private notes

It’s good practice to add details about the troubleshooting you performed in the ticket. You can maintain logs of the progress made by adding private notes on the ticket.

You can also use notes to discuss the ticket with other agents.

1. Go  to  the  ticket’s  detailed  view  and  click  on  the Add note link  under  the  ticket description.

2. Type the note and format it.

3. You can insert images (screenshots of the error message etc.) and also link a solution article (to show the steps you might have tried).

4. You can even attach a file either from your computer or from your Dropbox account.

5. If you’d like to notify a fellow agent about the note, enter their name in the Notify Agents section.

6. When you’re done, click on Add Private Note.