{"id":62,"date":"2026-09-10T15:56:56","date_gmt":"2026-09-10T09:56:56","guid":{"rendered":"https:\/\/nirohelp.com\/docs\/?post_type=niroroadmap_item&#038;p=62"},"modified":"2026-10-15T15:16:07","modified_gmt":"2026-10-15T09:16:07","slug":"private-ticket-notes","status":"publish","type":"niroroadmap_item","link":"https:\/\/nirohelp.com\/docs\/tasks\/private-ticket-notes\/","title":{"rendered":"Private Ticket Notes"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\">Let agents collaborate inside a ticket without exposing internal discussions to the customer. With private ticket notes, agents can:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Add internal comments to any ticket conversation<\/li>\n\n\n\n<li>Mention teammates when input or approval is required<\/li>\n\n\n\n<li>Attach files and supporting information for other agents<\/li>\n\n\n\n<li>Record investigation details, decisions, and next steps<\/li>\n\n\n\n<li>Notify mentioned or assigned agents about new notes<\/li>\n\n\n\n<li>Clearly distinguish private notes from customer-facing replies<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Outcome:<\/strong> support teams retain important internal context and collaborate efficiently while keeping staff-only information private.<\/p>\n","protected":false},"author":2,"featured_media":0,"comment_status":"open","ping_status":"closed","template":"","meta":{"site-sidebar-layout":"default","site-content-layout":"","ast-site-content-layout":"default","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","ast-disable-related-posts":"","theme-transparent-header-meta":"","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"default","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-4)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-4)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-4)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}}},"niroroadmap_status":[15],"niroroadmap_product":[],"niroroadmap_tag":[],"class_list":["post-62","niroroadmap_item","type-niroroadmap_item","status-publish","hentry","niroroadmap_status-up-next"],"_links":{"self":[{"href":"https:\/\/nirohelp.com\/docs\/wp-json\/wp\/v2\/niroroadmap_item\/62","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/nirohelp.com\/docs\/wp-json\/wp\/v2\/niroroadmap_item"}],"about":[{"href":"https:\/\/nirohelp.com\/docs\/wp-json\/wp\/v2\/types\/niroroadmap_item"}],"author":[{"embeddable":true,"href":"https:\/\/nirohelp.com\/docs\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/nirohelp.com\/docs\/wp-json\/wp\/v2\/comments?post=62"}],"wp:attachment":[{"href":"https:\/\/nirohelp.com\/docs\/wp-json\/wp\/v2\/media?parent=62"}],"wp:term":[{"taxonomy":"niroroadmap_status","embeddable":true,"href":"https:\/\/nirohelp.com\/docs\/wp-json\/wp\/v2\/niroroadmap_status?post=62"},{"taxonomy":"niroroadmap_product","embeddable":true,"href":"https:\/\/nirohelp.com\/docs\/wp-json\/wp\/v2\/niroroadmap_product?post=62"},{"taxonomy":"niroroadmap_tag","embeddable":true,"href":"https:\/\/nirohelp.com\/docs\/wp-json\/wp\/v2\/niroroadmap_tag?post=62"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}