{% callout title="Internal notes are available in the Professional and Business plans. Sending email messages is available in the Business plan only." %}
{% /callout %}

## Internal notes

The **Notes** section on the issue details page is used for internal communication between system users. Notes are not visible to the customer.

To add a note, click **Add note** or press **N**. The form includes:

- **Note content** — text field (max. 5,000 characters) with mention support
- **Note access** — optionally restrict the note's visibility to selected user groups; notes with restricted visibility are marked with a lock icon

### Mentions

You can mention another user in a note by typing `@` followed by their name — the system will show suggestions. The mentioned user will receive a notification about the note.

### Deleting notes

A note can be deleted by clicking the trash icon on that note. Authors can delete their own notes; deleting other users' notes requires a specific permission. Notes cannot be edited after saving.

## Email messages

Email messages to the customer are sent using the **Send message** action in the action bar on the issue details page (shortcut **M**). This is a separate feature from internal notes.

The message form allows specifying recipients (To, CC, BCC), subject, and body. The body can be entered manually or based on a configured message template. Files and documents generated from PDF templates can be attached to the message.

Sent messages are recorded in the issue history.

---

## FAQ

### Can customers see internal notes?
No. Notes are only visible to system users — the customer has no access to them.

### How do I restrict a note's visibility to a specific group?
When adding a note, select the groups in the **Note access** field. The note will only be visible to members of the selected groups. Such notes are marked with a lock icon.

### How do I notify a specific user about a note?
Type `@` and start typing the user's name — the system will show suggestions. Once selected, that user will receive a notification about the note.

### Can I edit a note after saving?
No. Notes are immutable after saving to preserve the integrity of the issue history.

### Can I delete someone else's note?
By default, each user can only delete their own notes. Deleting other users' notes requires a specific permission granted by an administrator.

### What is the difference between a note and an email message?
A note is internal communication visible only to system users. An email message is sent to the customer and recorded in the issue history — it does not appear in the Notes section.

### Are sent email messages visible within the issue?
Yes. All messages sent from within an issue are saved in its history.