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After you have completed writing a note, an agent can include the ticket history in the notification. They may want to do this in cases where a new watcher was added and you want to give them some background on what has been going on or if you want to point out a previously sent note to someone.
To include the history simply follow these steps:
1. Click on the clock icon next to your note Save + “Action” button.
2. Click the radio button next to Send Note with Ticket History
3. Click Done