Not every message on a ticket is meant for the customer. An internal note is a team-only comment on the ticket — perfect for coordinating with teammates, capturing context, or handing a ticket off. It's never emailed to the customer and never shows up in their portal thread. This guide shows you how to leave one from the ticket detail page.
How to leave an internal note in Cornerspot
Internal notes are added from the ticket detail page at /dashboard/support-hub/support/{id}, right alongside your public replies. Here's the quickest path, start to finish.
1. Open the ticket inbox
From the left-hand menu, open Support Tickets and choose Ticket Inbox to reach your shared queue at /dashboard/support-hub/support.
2. Open the ticket
Click the ticket you want to annotate. The full conversation opens, with the customer's message timeline on the left and a Customer details sidebar on the right.
3. Switch to the “Internal note” tab
At the top of the composer you'll see two tabs: Public reply and Internal note. Click Internal note. The box changes color and the placeholder reads “Write an internal note…”, so it's always clear when you're writing privately versus replying to the customer.
4. Write your note
Type your note in the rich-text editor. Use it to flag what you've found, leave instructions for a teammate, or record context for whoever works the ticket next — only your team will ever read it.
5. Send the note
Click Send — or press Ctrl + Enter (⌘ + Enter on a Mac). The note is saved to the ticket immediately.
6. Your note is posted
The internal note appears in the conversation timeline for your whole team — visually distinct from public messages — while the customer never sees it.
Public reply vs. internal note
- Internal note: Visible only to your team. Never emailed to the customer and never shown in their portal thread.
- Public reply: Visible to the customer, emailed to them, and shown in their portal thread.
- Customers only post public messages: The customer can only ever reply publicly — there's no way for them to add an internal note.
- Jump straight to the note box: Press i anywhere on the ticket to focus the internal-note composer instantly (and r for the public reply).
When to use an internal note
- Coordinate with teammates — ask a question or loop in the right person without bothering the customer.
- Capture context — record what you've checked, what you've ruled out, or what to do next.
- Hand off a ticket — leave clear instructions so the next person can pick up right where you left off.