Knowledge Base

Within Teamwork Desk, you and your agents can add internal notes to tickets, to discuss with your team.

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.

Notes can be added by clicking the Note tab within a ticket.

Files can be dragged and dropped into the notes are, or you can brows to add a local file. 

When finished editing the note, the ticket status can be changed and/or reassigned before the note is added.

When adding a note, you are able to choose a next action once the note has been added. The Add Note dropdown options allow you to choose from back to folder, next active, and stay on page. 

When creating a new note on a ticket, you can choose to pin it by selecting the Pin this note checkbox in the bottom right of the note field before clicking Add Note.

By default, pinned notes will be displayed collapsed at the top of the ticket view and a pin icon will be displayed to the right. Pinned notes have a brighter yellow color to differentiate them from unpinned notes.

Note: There are no restrictions on how many notes can be pinned per ticket.

Click the pin icon to unpin the note. The note will be unpinned and moved from the top of the ticket thread to its new position based on when it was originally created.

To pin an existing note in a ticket thread, hover over the note to reveal the pin icon. Once you click pin, the note will automatically move to the top of the ticket thread.

Note: All agent can pin notes, however the ability to edit pinned notes depends on your site level agent permissions. 

For more information, see: Forwarding Tickets