Let agents collaborate inside a ticket without exposing internal discussions to the customer. With private ticket notes, agents can:

• Add internal comments to any ticket conversation
• Mention teammates when input or approval is required
• Attach files and supporting information for other agents
• Record investigation details, decisions, and next steps
• Notify mentioned or assigned agents about new notes
• Clearly distinguish private notes from customer-facing replies

Outcome: support teams retain important internal context and collaborate efficiently while keeping staff-only information private.