Notes let your team leave internal comments directly on requests, customer records, and equipment — without customers ever seeing them. Use notes to add context, hand off work, or flag something for a colleague.
What Are Notes?
Notes are internal-only messages attached to a record. They are never visible to your customers. Each note is written using a simple rich text editor that supports basic formatting and @mentions.
Notes can be added to:
Help Requests
Refund Requests
Feedback submissions
Voice Messages
Customer records
Equipment records
Escalations
Where to Find Notes
On any supported record, scroll to the Notes section within the record detail view. Notes are displayed in chronological order, showing who wrote each note and when.
If you're viewing a Help, Refund, Feedback, or Voice Message request that has a linked customer, the Notes section shows two tabs: Request and Customer. This lets you leave notes specific to that request, or notes that apply to the customer more broadly — all in one place.
Adding a Note
Open the record you want to annotate (a request, customer, equipment item, etc.).
Scroll to the Notes section.
Click into the text editor at the bottom of the Notes section.
Write your note. Use
@followed by a name to mention a teammate (see below).Click Submit.
Your note will appear immediately, attributed to your name and the current date.
Editing a Note
You can edit any note you've written yourself.
Find your note in the Notes section.
Click the pencil icon in the top-right corner of the note.
Make your changes in the editor.
Click Save.
Notes written by other team members cannot be edited by you.
Deleting a Note
You can delete any note you've written yourself.
Find your note in the Notes section.
Click the trash icon in the top-right corner of the note.
Confirm the deletion when prompted.
Deletion is permanent and cannot be undone. Notes written by other team members cannot be deleted by you.
@Mentioning Teammates
Type @ while writing a note to bring up a list of your team members. Select a name to mention them.
When you save a note that mentions someone:
They'll receive a notification via email and in their Notification Center with the note contents and a direct link to the record.
You won't receive a notification for mentioning yourself.
If you edit a note and add a new mention, only the newly added person will be notified — existing mentions are not re-notified.
@mentions are a great way to flag something for a specific teammate or hand off a request without sending a separate message.
If you have any questions, contact us at [email protected]