Private Notes for Awesome Support

This addon enables support agents to communicate with each other through private notes that remain hidden from customers. Agents can attach private notes when transferring tickets to colleagues, facilitating internal discussion and coordination without affecting the customer-facing ticket history.

Key Features

• Private Agent Communication - Allows support agents to exchange messages within tickets that customers cannot view
• Ticket Transfer with Notes - Enables agents to transfer tickets to colleagues while attaching private notes explaining the context or reason for transfer
• Internal Collaboration - Provides a dedicated space for team members to discuss ticket details and resolution strategies
• Customer Privacy - Ensures internal agent communications remain completely separate from customer-visible ticket activity
• Seamless Integration - Works within the Awesome Support ticket management system without requiring external tools

Best For

This addon is ideal for support teams that need to coordinate internally on complex tickets or hand off work between agents. It solves the problem of sharing context and notes between team members while maintaining a clean, professional customer-facing ticket history. Organizations with multiple support agents benefit from the ability to add context when reassigning tickets to ensure continuity of service.