With Internal notes, agents can now write a note to themselves or to other agents within a ticket. They can leave important information about the customer or write the detailed reasons before the escalation since notes are only visible to agents and admins.

Internal notes in the Ticket details view

To write a note, click the Note tab of the message box in the chat view. In order to avoid confusion and be distinctive from a general reply, the message box turns yellow when it’s in the internal note mode.

Agents can hide notes from the chat view by selecting the Hide notes option at the top right corner of the message box.

Note: Notes can be deleted, but they’re irreversible after the deletion.

https://notion-ga.ohwhos.now.sh/collect?tid=UA-180394617-1&host=sendbirddesk&page=/release-notes/internal-notes