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Internal Notes and Member Tagging

Internal notes can be added to tickets to share information internally without it being visible to customers or partners. Team members can be tagged using @mentions to notify colleagues when their input or attention is needed.

Written by Support team

Collaborate with team members inside claim tickets using internal notes and @mentions without customer visibility.
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Usage

  • Add Internal Note: Switch from Customer Reply to Internal Note in the composer.

  • @Mention Teammates: Type @ followed by a teammate's name to notify them directly via email and app notifications.

Key Benefits

  • Keep internal discussion attached directly to relevant ticket history.

  • Never accidentally send internal remarks to the customer or supplier.

  • Involve specialists for quick guidance on complex return approvals.

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