Ticket notes can be added from the ticket in the queue options or from the thread actions.
Click Options (in the message) or Actions (in the Thread), then click Add Ticket Notes.
The Add a ticket note window displays. Enter the optional note, then click Save.
Notes are only visible in the thread and ticket and are not visible to the customer.
Click Save to save the note.
When notes are added to a ticket, they are visible in the conversation. Notes are denoted by a notebook icon and appear as part of the conversation.
Notes are also visible in the Ticket as shown here.
