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Internal Notes

“Internal Notes” are private notes about users that only support agents can see. This feature promotes better team collaboration for faster ticket resolution (e.g., you can leave notes for colleagues to continue conversations if you’re stuck in the middle of a conversation at the end of your shift). This article explains the functionality of this feature in Fluent Support.

How to Add Internal Notes #

To learn how to add the Internal Notes inside a specific ticket, follow the steps with the screenshots & GIFs below —

First, go to Tickets under Fluent Support Dashboard & open your desired ticket and this will take you to the ticket entry page.

Open desired ticket gif

Now, click on the Notebook Icon at the top and this will open a text editor where you can add the notes about your users for better ticket management.

Clicking internal note gif

Here, you will find the Add Media option where you can insert any media file within a note.
Or, upload an external file using the Click to Upload button.

Add Media to you internal notes

You can also use templated replies by clicking on the Templates button. It allows you to search for a saved reply using the search box. Use the dropdown at the top to filter the replies based on the products. To know more, click here.

Templated replies gif

Another option you will see is Shortcodes, which you can use within the Notes. It will dynamically fetch various information like the Customer name, email, agent name, etc.

Shortcodes to fetch information inside notes

Finally, click on the Add Internal Note to save your note, and you’re all set!

Finally add internal note

This way, you can create as many Internal Notes as you want to categorize or organize your tickets!
If you have any further questions, concerns, or suggestions, please do not hesitate to contact our @support team. Thank you.

Updated on November 19, 2024

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  • Features
    • All Features

      • Ticketing
      • Setting Up & Migration
      • Business
      • Agents
      • Power Usage

      MAKE YOUR SUPPORT BETTER

      AI-Powered

      Fluent Support + OpenAI = Faster replies, polished tone, better conversations

      Automation

      Automate support tasks with triggers, conditions, and predefined actions.

      Migration

      Migrate your helpdesk data to Fluent Support quickly, safely, and with total ease.

      Power user

      • Rest API
      • Incoming Webhook
      • Outgoing Webhook
      • Classes
      • Devs Documentation
      • Reports & Analytics

      WPManageNinja Contact Us Create a Support Ticket Join Our Community
  • Integrations
    • All Integrations

      Explore Integrations

      Unlock Fluent Support’s full potential with LMS, CRM, eCommerce integrations, and more.

      Fluent Suite Integration

      Fastest Form Builder Plugin for WordPress

      Email Marketing Automation Plugin

      Fastest WordPress Community Plugin

      WordPress Project Management Plugin

      WordPress payment and donation plugin

      Email Delivery Plugin for WordPress

      A New Era of eCommerce with WordPress (Coming Soon)

      COMMUNICATION APPS

      WhatsApp

      Telegram

      Slack

      Discord

      Third-party Automation

      n8n

      ZohoFlow

      SureTriggers

      See All


      WPManageNinja Contact Us Create a Support Ticket Join Our Community
  • Pricing
  • Resources
    • Learn & Progress

      All Blogs

      What's New

      Change log

      Customer Support

      E-commerce

      Small Business

      get inspired

      Women in Support

      Stories and insights of women shaping the support industry.

      Build Support Team

      Tips and strategies to hire, train, and scale your support team.

      Top IT Helpdesk

      Comparisons and insights on today’s leading IT helpdesk tools.

      Comic: Flashback

      Illustrated throwbacks showing Fluent Support’s journey and stories.

      Statistics

      Latest reports & statistics of the customer service industry.

      Free vs Pro

      A breakdown of features and differences between our free and pro plans.

      xcloud-logo

      Success Stories

      Customers who turned challenges into wins with Fluent Support

      Documentation

      Instructions to help you set up, customize, and get the most out of Fluent Support.


      WPManageNinja Contact Us Create a Support Ticket Join Our Community
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