This article explains how to leverage private staff notes within Thulo Cloud to facilitate internal collaboration on customer support tickets.
Adding Private Notes for Staff:
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Open the specific ticket you want to add notes to.
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Locate the Add Note tab at the top of the ticket interface.
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Within the Add Note section, compose your private message for staff members only.
Benefits of Private Staff Notes:
- Improved Collaboration: Staff can share internal discussions, updates, or task assignments without confusing the customer.
- Enhanced Context: Provide additional details or background information for other staff members working on the ticket.
- Confidential Communication: Keep sensitive information related to the ticket restricted to internal staff view.
Important Note:
These notes are not visible to customers, ensuring clear communication channels and a professional customer experience.
By effectively utilizing private staff notes in Thulo Cloud, you can streamline your support team's collaboration, improve internal communication, and ensure efficient resolution of customer tickets.