What are private notes?
Private notes, also called Internal tickets in LiveAgent, are a great way to exchange information without any third-party being able to see it. You can create a private note to send a message to a specific audience. Private notes enable you to give important information to your team members, while the agents and customers stay completely unaware of it.
Frequently asked questions
What do private notes mean?
Private notes are notes that an agent can leave on a specific ticket. The contacting customer cannot see the notes. They are available for inspection only by agents who have access to a specific ticket.
How can you use private notes to provide better customer support?
Private notes allow you to write down the most important issues related to the problem. Adding such notes also makes it easier for another agent to take over the specific case to be solved. In addition, you can add information there that the agent will not be able to find elsewhere.
Can you use the private notes feature in LiveAgent?
In LiveAgent you have the option of using private notes. Thanks to it, the agents' work is easier and allows them to conduct activities at a better level.
Expert note
Private notes in help desk software are essential for effective customer support. They allow agents to keep track of important customer information and provide personalized service, leading to higher customer satisfaction.
Help desk notes are private notes that are only visible to help desk agents and are used to convey additional information about a ticket or customer. LiveAgent offers four different types of private notes and allows users to add them to tickets, contacts, or companies. Inline ticket notes are great for taking notes while communicating with customers and can serve as reminders for the next steps. Ticket notes can be used to write down specific details that need to be accessed while solving a ticket. Private contact and company notes are useful for disclosing additional information about customers and organizations. These notes are important as they can speed up ticket hand-offs between agents from different departments and also serve as reminders and to-do lists. LiveAgent's notes feature is extremely useful in the work of the customer service team.
Email notifications are messages sent to customers and support agents regarding updates on specific support tickets which can significantly improve communication in customer support. Email notifications serve as reminders for support agents regarding unresolved tickets while it provides a response to customer queries and updates throughout the ticket resolution process. Email notifications can come in the form of welcome emails, activity alerts, and password resets. In LiveAgent, different types of email notifications can be set as preferred by individual agents in their profiles.
Archiving is a tool that helps to clean up memory and optimize help desk software by transferring data to a rarely used repository. It is possible to archive resolved or closed tickets and emails after a certain time. Archiving runs automatically and helps to separate active and archived requests. In LiveAgent, you can archive all communication on social media, and the software offers an archive option that optimizes memory and separates active and archived requests.
