Notes & messages

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.