Privates notes are a perfect for communicating internally or to talk to smack about the customer in private. Email notifications are sent out to concerned staff members when a private note is added to a ticket. To make team collaboration complete, we have introduced the feature that automatically converts your replies to a private note notification to privates notes in your name.
The steps are really simple. When you receive an email notification alerting you of a private note, simply hit on the Reply button and compose what you have to say. As soon as your reply is sent out, a new private note will be created in your name with your suggestion.
Not very hard, is it? However, make sure that you are actually replying to a private note notification in the first place. And the most important thing, do not change the subject line of the private note notification when you are replying. If you do, it will be added as a standard response and customers will be notified. So, unless you are sure of what you are doing, do not alter the subject!