Exchange information on a particular ticket with other support staff members on Helpdesk Pilot without involving the customer. Create a private note that is visible only to support staff members or admins.

Private notes are appended to a ticket and you can choose to send an email notification to a particular staff member, to the whole department or just to those staff members involved in that particular ticket. Private notes are appended to the overall ticket summary, so support staff members and admins can view the note at any point of time by pulling up the ticket summary.