Adding notes on a ticket is an old-school thing for Agents. With the Rezolve.ai ticketing system, agents can now add different types of notes for different purposes. Rezolve.ai supports four different types of notes - Public, Internal, Chase, and Resolution notes.
Access level needed - Ticket Agent Public Notes - These notes are visible to everyone who can view the ticket. Agents can use this note to notify the end-user. Internal Notes - These notes are only visible to Agents. Internal notes can be used for internal communications when you don't want to notify the end-user. Chase Notes - These notes are only visible to Agents when a chase note is added, it sends an email to the Assigned Agent and the Supervisor of the Assigned Agent. This can be used when the end-user contacts the support team for an update or further assistance on an existing ticket but the agent (currently speaking with the end-user) is unable to to provide either. Resolution Notes - To resolve a ticket in a gif Agents can add a Resolution Note. When a Resolution Note is added it notifies the end-user, moves tickets to 'Resolved' state, and brings Agent to the ticket list screen.