Use Staff Notes
1. Open the ticket or client area. 2. Find the staff notes area. 3. Add context that should be visible only to staff. 4. Do not put customer-facing instructions in staff notes. 5. Keep notes factual and relevant. 6. Save the note and confirm it appears in the staff-only area.
Handle Sensitive Customer Details
1. Use the private information area only when the customer must share sensitive details for support. 2. Do not ask for passwords unless there is no safer alternative. 3. Remove or avoid sensitive details once they are no longer needed. 4. Close the ticket only after confirming the sensitive detail handling matches your support policy. 5. Follow your organization’s privacy rules before copying any customer detail outside Awedesk.