Notes

What are help desk notes?

Help desk notes are internal, private notes that are only visible to help desk agents. They’re typically added to ticket threads to convey additional information about a ticket or customer. Alternatively, customer support agents can use them as reminders or to-do lists.

Are there different types of help desk notes in LiveAgent?

LiveAgent help desk software offers four different types of private notes. Users can add them to tickets, contacts, or companies.

Inline ticket notes use case

Inline ticket notes are great for writing down notes as you’re communicating with customers. For example, you can write down notes as you’re helping a customer on live chat or during a phone call. In addition, they support attachments and can serve as reminders for what the next steps are, such as sending a follow-up.

Inline ticket notes are also great if you need to transfer a ticket to another agent and bring them up to speed. For example, let’s say one of your customers has been explaining an issue they’re encountering in six long emails. 

Inline ticket notes enable you to summarize their problem, so other support agents won’t have to read the long email thread. Upon transferring the ticket to other agents, such as developers, they’ll be able to find out what the issue is and what needs to be done via your inline note.

Ticket notes use case

Ticket notes can be used to write down specific details that need to be accessed while solving a ticket, like credentials to the customer’s account or their order ID. Writing down important information like this in ticket notes is excellent because it enables you to access it quickly without having to scroll through the whole ticket thread.

Contact (customer) notes use case

Private contact notes are for disclosing additional information about your customers. You and your colleagues can use this information to communicate better with your customers. For example, a customer note could reveal that the customer doesn’t like to be called ma’am and doesn’t want to be called before 11 am.

Company notes use case

Similar to contact notes, company notes reveal essential information about companies and organizations. For example, they can be used to disclose the company’s decision-makers, c level executives, or the HQ’s timezone to make communication more efficient.

How can I create private help desk notes?

Adding inline notes to tickets

1. Log in to LiveAgent
2. Click on Tickets.
3. Select any ticket.
4. Click on Add note.

5. Write your private note.

6. Click on Add note.

Adding ticket notes

1. Log in to LiveAgent
2. Click on Tickets.
3. Select any ticket.
4. Locate the ticket info panel.

5. Click on Note.

6. Write your private note.

7. Click anywhere outside of the note field, and a green checkmark will appear, indicating the ticketing system saved your note.

Adding customer notes 

1. Log in to LiveAgent.
2. Click on Customers.
3. Click on Contacts.

4. Select a contact of your choice.
5. Click on Note, right under personal details.

6. Write the note.
7. Click on Save.

Alternatively, you can add a customer note inside the ticket view.

1. Log in to LiveAgent.
2. Click on Tickets.
3. Select a ticket.
4. Locate the customer info panel.
5. Click on Note.

6. Write your private note.
7. Click anywhere outside of the note field, and a green checkmark will appear, indicating the ticketing system saved your note.

Adding company notes

1. Log in to LiveAgent.
2. Click on Customers.
3. Click on Companies.
4. Select a company of your choice.
5. Click on Note, right under company info.
6. Type up your note and click on Save.

Why are help desk notes important?

Help desk notes are helpful for all agents who want to provide personalized, knowledgeable, and quick support. They are a great source of information and can speed up ticket hand-offs between agents from different departments. Not only are they great for recording detailed information, but they can also serve as reminders and to-do lists.

How do help desk notes look like and work in practice?

Private notes are visible to help desk agents only. Customers, email recipients, or live chat users will not be able to see them at any point in time.

In LiveAgent’s customer support ticket system, notes are distinguished from ticket threads with their unique design that resembles a traditional yellow sticky note. 

What happens to private ticket notes when you transfer a ticket?

When you transfer a ticket that contains private notes, all the notes are kept intact and moved along with the ticket. Thus, the new agent responsible for resolving the ticket will be able to view all the notes, add new notes, and modify existing notes (apart from inline notes).

Can I delete or modify an inline note?

Currently, there is no way to remove, edit, or modify inline notes. This is because we deem it important to preserve ticket integrity. What do we mean by this? Let’s take a look at an example. 

Imagine creating an inline note that contains information about what should be done as the next step to achieve problem resolution. Then, you transfer the ticket to another agent or department. Unfortunately, they don’t read the inline ticket note properly, causing some customer dissatisfaction. If the support agent wanted to cover for themselves, they could edit the inline note and make it look like you provided the wrong information. By making inline notes non-modifiable and undeletable, all agents are forced to have integrity and take responsibility for their actions.

Can I delete or modify a ticket, customer, or company note?

All other notes can be deleted, modified, and edited so all support agents can collaboratively collect new information about your clients and their issues. This is extremely important to achieve better customer satisfaction and provide better service experiences.

Knowledge base resources

• Notes [Explained]
• Private Notes (Explained)
• Notes – Visible only to agents
• Internal Tickets
• Ticket/Customer insights (CRM)
• Ticket ID [Explained]

LiveAgent Product Tour | Live Agent02:25

Live AgentMarch 10, 2021

Ready to use help desk notes?

Create private notes and use them to store additional information about your clients. Alternatively, use notes as reminders for yourself or your colleagues. Try the private note feature today with our all-inclusive free 30-day trial. No credit card is required.

Related Articles

Contact groups

Assign specific time rules, add multiple contacts to one group, browse tickets, contacts, and companies by Contact groups.

Notes

Discover LiveAgent's help desk notes. Share progress and updates with colleagues privately, and collect more information about your contacts.

Contacts

Manage and view information about your customers, e.g., language preferences or any customer data captured in LiveAgent's custom Contact fields.

Tags

Customize and improve your workflow with tags. View each ticket's contents at a glance and categorize them according to topics or segments.