Adding Private Staff Notes to Tickets

This article explains how to leverage private staff notes within Thulo Cloud to facilitate internal collaboration on customer support tickets.

Adding Private Notes for Staff:

1. Open the specific ticket you want to add notes to.

2. Locate the Add Note tab at the top of the ticket interface.
   

3. Within the Add Note section, compose your private message for staff members only.

Benefits of Private Staff Notes:

• Improved Collaboration: Staff can share internal discussions, updates, or task assignments without confusing the customer.
• Enhanced Context: Provide additional details or background information for other staff members working on the ticket.
• Confidential Communication: Keep sensitive information related to the ticket restricted to internal staff view.

Important Note:

These notes are not visible to customers, ensuring clear communication channels and a professional customer experience.

By effectively utilizing private staff notes in Thulo Cloud, you can streamline your support team's collaboration, improve internal communication, and ensure efficient resolution of customer tickets.