×

Help Desk - Private Notes

 
Private Notes and Public Notes can be added to tasks in tiHelpdesk and help desk. When a private note is added to a task it does not trigger a notification to be sent to the task owner or assignee.
 
Private notes can only be entered by and viewed by internal staff members.  Private notes are not visible to consumer users.  Sensitive information should always be entered into tasks with caution.
 
Not all features may be available to all users.  Features and options depend on user permissions and subscription level.
 
 
After a note is added to a task the user may have a short duration where an Undo link is displayed.  Clicking this link will remove the note from the task. For more information on the Undo link please see the Undo Reply help topic.
 
 
Help Desk - Private Notes
1

Add Note

1. Add Note
Public and private notes can be added to tasks in the help desk and customer service portal by clicking on the add note button on the Details ToolBar.
 
 
 
 
Help Desk - Private Notes
1

Private Note Selection

1. Private Note Selection
Select private from the Note Type selection dialog to make the note visible to agents and staff members only.
2

Note Body Text

2. Note Body Text
Enter the note body text in this area.  The note editor and Reply editor function exactly the same.  For more information on using the note editor please see the Reply help topic, Undo Reply Help topic.
3

Save Button

3. Save Button
Click on the Save Note button to save the note and exit edit mode.
4

Cancel Button

4. Cancel Button
Clicking the cancel button exits edit mode and removes the note from the task. All data entered in the Note Body Text area will be deleted.