How to leave internal notes on Helpdesk tickets

You will learn

Discover how to create and use notes to manage tickets in Klaviyo Helpdesk.

Before you begin

Notes can assist support representatives when managing tickets in Helpdesk. If you are new to using tickets, we recommend reviewing our guide to Klaviyo Helpdesk before continuing.

What are notes?

Notes are private comments you can add directly to customer conversations within tickets in Klaviyo Helpdesk. These notes are only visible to your team members viewing the ticket in Klaviyo, which makes them useful for internal communication or leaving reminders on specific tickets, without notifying the customer.

Internal notes:

• Can be added to any type of ticket.
• Are specific to the ticket where they are added. They do not carry over to other tickets.
• Appear in the message thread in a different color and are labeled “Note,” making them easily distinguishable from other messages in the conversation.

Add a note to a Helpdesk ticket

To add a note to a ticket:

1. In Klaviyo’s main navigation, select Service > Helpdesk.
2. Click into the ticket where you'd like to add a note.
3. In the message field (where you’d normally reply to the customer), click the down arrow next to Reply. The field will change to Note.
   

4. Type your note.
5. Click Add note to add your note to the message thread. The note appears in orange, while conversational messages between the customer and support agent remain in blue.
   

Once added, notes cannot be edited or deleted. You can, however, add multiple notes to a single ticket as needed.

Internal notes added to a ticket are never visible to the customer. For example, the customer's view of the web chat conversation would not include the note you added, as shown in the image below.

Additional resources