Private notes are the special type of notes that an agent or an admin issues. There is no end-user of a private note as it is not visible. When you are writing a message, you can add lines and features with the agent. It helps in providing context through which you can use agents in the same dashboard which is provided.
What is mentioned in a private note?
A lot of people use private notes, and it is also called mentions. This is because it helps the agent and team members to create private notes for delivering messages anonymously. In order to create a note, the very first thing is to use symbols in the mentioned section of the private message.
Is it used for adding feedback?
For creating a meeting event, you can use a private note in which all the team members will add their feedback. Now we will be discussing the step-by-step guidance for using and creating a private note for the purpose of business.
Step-by-step guidance for using and creating private note
As a real-time user, you need to create a note first, which will appear in the notes section. Now there are two options one is to cancel the note, and another one is to add notes. Then you will click on the add note option. Then a dialogue box appears through which you can write down the private note.
Why using mentions
Once you have done it, always use mentions which will help you tag that individual to whom you deliver the private note. Once you have done all these things, then you are good to go towards the submit option.
Highlighting the message
You need to highlight the message in case it is special with yellow color. Once all the working is done on the private note, it is all set to send through email or growls. Anyone can conduct a private note, but it is in an anonymous form. You also get the option to disable all the notifications and alerts through email.
Setting up notifications
When you are setting up a notification, there is a toggle button in which you can update the notify section for receiving private notes. In order to use the private note, you can send special messages emails to your teammates. It is similar to collaborating by using private notes so that you can resolve the ticket immediately. If you are working in an organization, then you are required to create private notes, which are only allotted to teammates.
What is the best way to use private notes?
This is the best way through which you can respond to messages and consult with your colleagues. When you are writing a private note, then it comes in the section of the main conversation. And the messages which are sent specially to the customers will appear in grey color, and if there is any message which you are sending to your teammate, then it will appear in yellow.
Using @ symbol
Once you have a signed at the private message, then the ticket will raise towards that particular person or company. There are so many agents who are using private notes, which come in a detail section format. You can also use mentions while writing a private note which starts with @ symbol. There are several live agents who are using private nodes and transferring information from one source to another.
Is there is any 3rd party associated with private notes?
There is no 3rd party associated with these private notes as it helps to send messages to some relevant audience. It is very important to note down all the information which comes up with agents and customers for responding to their queries.
The customer will not be able to see what you have written on the note. It comes under the inspection of agents and admin to raise the specific ticket.
Once the agent has raised the specific ticket, then only the customer will see the content otherwise, it will be anonymous. Using a private note is better for customer support because her several issues will be sorted.