Tickets

Staff notes

A private place for your team to talk about a ticket.

What staff notes are#

Every ticket can have a private staff notes thread: a place for your team to discuss the ticket (“checked the logs, he was flying”) without the player seeing it. Anything a staff member writes there is saved as a note on the ticket.

Where they live#

Thread mode: a thread is started on the ticket’s notification in the staff channel. Everyone who can see the staff channel can join it.
Channel mode: a private thread inside the ticket channel, named like #0042 · staff notes. The player is never added. Staff are added when they claim or reply to the ticket.

The Notes button on the staff notification takes you straight there.

What happens to notes#

They appear in the staff transcript, marked as staff notes, and never in the player’s copy. See Transcripts & ratings.
They show up, marked as notes, when you open the ticket in the web dashboard.
They are included in the full data export.
They help the assistant learn how your team handled the ticket.

Good to know

Only messages from people with a support tier count as notes. When the ticket closes, the notes thread is archived too (thread mode).

Turning them off#

Switch off Staff notes in Settings → Tickets or under /config → Ticket behaviour.