Agents or support staff can use private notes to attach comments to a ticket that remain hidden from customers. These notes serve as a tool to document internal communication, outline troubleshooting steps, or offer further context to other support staff working on the ticket.
Private notes are typically only visible to support staff or authorized personnel with ticket access.
Yes, private notes can be edited or deleted. However, it's essential to exercise caution when making changes to private notes, as they may contain important information.