Within Teamwork Desk, you and your agents can add internal notes to tickets, to discuss with your team.
Notes can be added by clicking the Note tab in the ticket.
Files can be dragged and dropped to the notes. They can also be browsed for and inserted.
When finished editing the note, the ticket status can be changed and/or reassigned before the note is added.
Note: Any notes left on a ticket are visible to any internal agent/administrator who can see the ticket. Notes are not visible to the customer submitting the ticket.
For more information see: Liking a note on a ticket