How do you work with a Privnote?

Private Notes are internal notes an Agent/Admin may add to an Issue. Private Notes are not visible to your clients, and are added in-line within the messages.

This feature is very helpful for Agents who would like to provide context when reassigning the Issue to another Agent in the Dashboard. Private Notes also support ‘Mentions,' which allow Agents to tag other team members in Private Notes so they'll be notified in real time.

While viewing an Issue in Helpshift, you'll see an alternative in underneath that says ‘Note '.

private note are internal notes that the Operators/Admin can add to a conversation. Private Notes are not visible to your customers, and are added in-line within the messages.

This feature is particularly helpful for Operators who want to provide context when reassigning the conversation to some other Agent in the Dashboard. Private Notes also support ‘Mentions,' which allow Operators to tag other team members in Private Notes so they'll be notified in real time.

How to create a private noteLink icon

An exclusive note will undoubtedly be displayed in the primary conversation section. However, unlike an email provided for an individual, the note has a gray color.

To publish a private note, switch the toggle in the bottom left corner of the message window. Write your private note and click ‘Submit.'

The private note toggle in HelpDesk

If the note for someone else from your company, the next thing to do is always to assign the ticket to this person.

To assign a solution to a person, choose a realtor from the dropdown menu in the Agents window in the ‘Details'section.

Assigning agents in HelpDesk

Mentioning in the private notesLink icon

Private notes can be used to mention agents who is able to contribute to a faster ticket resolution.

To say the agent in the private note, you can click on ‘@'icon or simply just type ‘@ '.

Mentioning a realtor in a private note.

Next, you'll see a drop-down list with active agents to choose from.

Drop-down list with agents to mention.

Mentioning the agent combined with the text of the message.

Choose a real estate agent and write the private note message. Then go through the ‘Submit'button.

Note that after you mention a realtor, the message window automatically switches to private mode. The reason being the mention is disabled in public places messages.
Whenever you mention agents, they will be notified and automatically added to the followers' list.