Adding an internal note

A ticket screen has an Internal note box for staff, below the reply box. What you write there is saved as a WHMCS ticket note — staff only, and the customer is never notified. It is for the running commentary a ticket needs: that you called them and are waiting for a callback, that a part is on order, what the next step is for whoever picks it up. It is not a reply and never reaches the customer. Notes show in the thread marked staff only, so the history reads in order alongside the replies. Customers do not see the box or the notes.