Notes and Communication #
The notes system in service requests supports both internal staff discussion and direct communication with the customer.
Note Types #
| Type | Who Can See It | Shown in Customer Portal |
|---|---|---|
| Internal Note | Administrators and staff only | No |
| Customer-Visible Note | Administrators, staff, and the customer | Yes |
When adding a note, the author selects the visibility. The default type can vary by configuration, but the selection is always available at the time of entry.
Adding a Note #
- Open a service request.
- Scroll to the Notes section.
- Click Add Note.
- Type the note content.
- Choose Internal or Customer-Visible.
- Click Save Note.
Customer Portal View #
Customer-visible notes appear in the request detail page on the customer portal. Customers can read all customer-visible notes but cannot delete them. If the customer replies via the portal, their reply is captured as a new customer-visible note.
Reply Threading #
Notes support a basic reply structure. If a staff member or customer replies to an existing note, the reply is nested under the original, creating a thread. This allows follow-up questions and responses to remain organized without cluttering the main note list.
Activity Timeline vs Notes #
Notes represent deliberate communication entries. The activity timeline is separate and records automatic system events (status changes, assignments, SLA events). Both are visible on the request detail page but are distinct sections.