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Help Center›Using Atlas (For Agents)›Ticket actions›How to add an internal note
Table of contents
  • Overview
  • Key Features
  • How to add an internal note
  • FAQs & Troubleshooting
  • Will the customer see my internal note?
  • What's the difference between an internal note and a sidebar?
    • Related articles

    How to add an internal note

    Last updated October 7, 2026

    Who can use this feature?
    Admins and Agents (not Viewers).

    Overview

    An internal note is a message inside a ticket that only your team can see. Use it to share context, leave instructions or ask a teammate for help without the customer seeing it.

    Related articles:
    •  How to start a sidebar conversation: Email someone outside the ticket.
    •  How to manage tickets in the inbox: Find, open and answer tickets.

    Key Features

    • Private to your team: Customers never see internal notes.
    • In the ticket timeline: Notes appear with the rest of the conversation, so everyone has the full story.
    • Mentions: Mention a teammate to notify them.

    How to add an internal note

    1. Open the ticket.
    2. Above the reply box, click "Internal note".
    3. To notify a teammate, click the Mention icon (@) and select them.
    4. Write your note.
    5. Click "Add internal note". The note appears in the ticket timeline, visible only to your team.
    Important:
    Check that the button says "Add internal note" before you click it. If it says "Send via…" (for example, "Send via Chat"), your message goes to the customer.

    FAQs & Troubleshooting

    Will the customer see my internal note?

    No. Internal notes are only visible to your team.

    What's the difference between an internal note and a sidebar?

    An internal note stays inside Atlas. A sidebar sends an email to people outside the ticket. For details, read: How to start a sidebar conversation.

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