Internal notes help you collaborate with fellow technicians (if you need an extra hand or better context regarding an issue).
Here's how you add an Internal Note:
Navigate to the reply section.
Click on the 'Add Internal Notes'
3. Enter your private comment and hit ‘Send’.
4. If you wish to collaborate with a technician, you can tag them with ‘@’ followed by their name.
You can see all the Internal Notes associated with a ticket in the ‘Notes’ section.
Internal notes are appended to the ‘Updates’ section and will NOT be visible to your requesters.