If enabled in WP-Admin > Awedesk > Configuration > Notes, a “Private ticket note” will be added to each ticket:
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This box is then visible and editable by clients and support staff. To show a note, you need to click the show/ hide eye icon.
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If there no note has been added, a “No note” remark is displayed:
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Private notes are deleted after a selected number of days (set by admin) after the ticket is closed.
Notifications after entering/ modifying a private note (by the client or the agent) are displayed in the ticket:
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If the ticket has an assigned agent, that agent will also receive a relevant email notification.
(The agent currently assigned to the ticket who enters/ changes the private note will not receive such an email notification).
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