Often, you'll need to discuss a ticket with other agents, share progress internally, or log your updates for future reference. Freshdesk lets you add private notes to a ticket that are only visible to agents logged in to your support portal. You can even notify specific agents about the comments you just added.


Similarly, public notes let you share work in progress with the requester in a non-invasive manner.


A quick guide to add private notes:

  • Open a ticket you want to add a note in. 

  • Click Add note.

  • Type the required content. You can also use rich text formatting to highlight, bullet and style your comments.
  • Attach a file if required by clicking on the Attachments icon.
  • A dialog box pops up which lets you browse through and choose the file.

  • Click on Open after selecting the appropriate file. 

  • Type the agents you wish to notify on this particular comment in the Notify Agents field. Remember that all logged-in agents will still be able to see your note, but only the agents you choose will receive an email notification.

  • Use the Mark note as dropdown to add the note as either Private (not visible to customers) or Public (visible to customer). By default, notes are added as Private.



  • Click Add Note.

  • You can also simultaneously add the note and resolve the ticket by clicking Add Note and set as Resolve.

  • Click Cancel to undo your changes. 


If you'd like to make the process of working with your team even quicker, we now have a feature called Team Huddle that helps you collaborate with other agents at ease.



Often, you need to discuss about a ticket with other agents, share progress internally, or log your updates for future reference. Freshdesk lets you add private notes to a ticket that are only visible to agents logged in to your support portal. You can even notify specific agents about the comments you just added.


Similarly, public notes let you share work in progress with the requester in a non-invasive manner.


A quick guide to add private notes:

  • Open a ticket you want to add a note in. 

  • Click on the Add note option.

  • Type the required content. You can also use rich text formatting to highlight, bullet and style your comments.
  • Attach a file if required by clicking on the Attach file icon.
  • A dialog box pops up which lets you browse through and choose the file.

  • Click on Open after selecting the appropriate file. 

  • You can also save time if there are a number of attachments by simply hovering over the attachments in the previous reply and clicking on Add to response. The attachments will then be automatically added to a private note that you are composing. 
  • Type the agents you wish to notify on this particular comment in the Notify Agents field. Remember that all logged in agents will still be able to see your note, but only the agents you choose will receive an email notification.

  • The Visible to the Customer toggle should be a bright green (the button should be 'Add Private Note'. If you've accidentally toggled the Visible to Customer toggle to a 'Yes', then the button will read 'Add Public Note'), indicating that you're adding a private note that's not visible to the customer.

  • Hit Add Note.

  • You can also simultaneously add the note and resolve the ticket by clicking Add Note and Resolve.

  • Click Cancel to revert. 




If you'd like to make the process of working with your team even quicker, we now have a feature called Team Huddle that helps you collaborate with other agents at ease.