Collaboration and internal notes

Use assignment for the person responsible for resolving a ticket, Loop in for colleagues who need its conversation, and Note for IT for internal information. These controls are available to IT Support agents. An employee can read their own tickets and conversations on which IT has looped them in.

Choose the right control

An IT Support colleague already has agent access to the organization's queue. Looping them in makes participation explicit and makes it findable in their Looped in scope; it is not the source of all their underlying access.

Loop in a colleague

1. Open the ticket as an agent.
2. Select Loop in… below the header controls.
3. Search Name, department or title. Multiple search words must all match the person's displayed information.
4. Check the person's identity and select Loop in beside their name.
5. Read the confirmation and check the new participant chip. Addition takes effect on that click; there is no second approval dialog.

The picker excludes the original requester and people already looped in. A participant must exist in the organization's directory. Adding someone gives access to the shared conversation, including earlier messages and ordinary pictures. Check the content before adding someone. The application sends an in-app notice; do not treat it as confirmation that the person has read the ticket or received an email.

A looped-in employee finds it under My tickets → Looped in and replies as themselves. An IT colleague can use Queue → Looped in. Contributions are marked Looped in. Replies from a looped-in IT colleague do not take over ownership. The original requester's resolution, human-request and booking buttons stay theirs; participation does not turn someone else into the requester. A looped-in employee reply can resume or reopen the ticket, so avoid posting unrelated messages to completed work.

Remove a participant

1. Open the ticket.
2. Locate the person's participant chip below the header.
3. Select its remove button, labelled Remove [name] from this ticket.
4. Read the result and confirm the chip disappears. Removal is immediate and has no separate confirmation dialog.

A removed employee loses ticket access and the item leaves their Looped in list. A colleague with an IT Support role may retain independent access through that role. Removal is not a way to delete messages they already sent or revoke information they already read or downloaded.

Add a private note

1. Above the composer, select Note for IT. Check the IT-only styling and label before writing.
2. Enter the handover, diagnostic information or internal context. Optionally attach supported pictures, at most 10 MB each.
3. Leave Let [assistant name] read this unticked unless you intend to include the note's text in the assistant's context.
4. Select Add note. Enter sends in the current tab; Shift+Enter adds a new line. Ctrl+Shift+Enter or Command+Shift+Enter sends the draft as a note even from Reply, so use that shortcut deliberately.
5. Confirm the yellow IT only / Note for IT entry appears. If sending fails, correct the error and retry the retained draft.

Notes are restricted to IT Support accounts, including IT colleagues who were looped in. Employees do not see them even when they are the requester or a participant. The checkbox controls whether the assistant may read this particular note's text; it does not turn the note into a public reply and does not itself send its attached pictures to an AI model. Ordinary requester picture opt-in is a separate mechanism.

An imported internal note is identified as kept from the import and is not sent to an AI model. Unticked ordinary internal notes are excluded from assistant context. Notes do not send a public response, claim assignment, set Waiting on Requester or satisfy the escalation rule's requirement for an agent reply. After the note, switch back to Reply before writing anything intended for the requester.

Saved responses and privacy

When Canned replies is available, choosing one inserts or appends its text to the current draft. Check which tab is active: the same composer can currently be writing an IT note. Edit the wording and deliberately choose Send or Add note. Manage saved replies in Rules and ticket classifications.

Queue search includes internal note text for IT Support. Shared conversation pictures and internal-note pictures have different access rules; choosing Note for IT is the privacy boundary, not merely writing “internal” in an ordinary reply. See Submitting and following tickets for per-picture AI consent.

Coordinate while others are present

Here now and typing indicators help avoid simultaneous replies. They indicate presence, not ownership. Check Assigned to and the latest messages, agree who is acting, and use Take over for an explicit human handover from an assistant. If another agent changes a field before your edit saves, the application may reload the latest record after a conflict. Re-read it before retrying.