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How to add an internal ticket note in YakDesk

Growth and AgencyAgents, admins and owners

Some things your team needs to know about a ticket aren't meant for the customer: what you've tried, what you found, who should look next. An internal note keeps that context on the ticket, where the next agent will see it.

Before you start

  • A Growth or Agency plan (tickets are included)

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Transcript

Leave context for your team on a ticket, without the customer ever seeing it.

In Tickets, open the ticket. Aiko's nightly import is hitting the sync API's rate limit.

Below the conversation, select Internal note. The hint under the composer confirms that notes are never sent to the customer.

Type what you found, so the next person who picks up this ticket doesn't have to start over.

Select Add note. The note joins the thread with an Internal note badge. Aiko never receives it.

Steps

  1. Open the ticket ▶ 0:06

    In the sidebar, select Tickets, then select the ticket's subject.

    Ticket page for the sync API rate-limit ticket

  2. Switch to Internal note ▶ 0:13

    In the composer, select Internal note. The hint below it reads Internal note — never sent to the customer.

    Composer switched to Internal note mode

  3. Write the note ▶ 0:22

    Type the note. To notify a teammate, mention them with @ and their name.

    Internal note composer with the investigation findings typed in

  4. Add the note ▶ 0:29

    Select Add note. The note appears in the thread with an Internal note badge.

    Thread showing the new note with its Internal note badge
ResultThe note appears in the thread with an Internal note badge. The customer never receives it.

Next steps

Updated 2026-11-09