Not everything you want to say about a conversation should go to the customer. A note is written in the same place as a reply but stays internal — visible to your team, invisible to the person who wrote in.
In the composer, switch from replying to writing a note. The editor changes appearance so the difference is visible at a glance, and what you write appears in the thread marked as internal.
Typing @ and a teammate's name in a note notifies them and puts the conversation in their mentions view. It's the difference between hoping someone notices and knowing they've been told.
Context the next person needs — what you've already tried, what the customer said on the phone.
A question for a colleague, without moving the discussion to chat where it's lost.
A decision and its reason, so the same case isn't re-argued in three months.
The point is that it stays with the conversation. A decision explained in a chat channel is gone by next week; the same sentence in a note is there whenever anyone opens the ticket.
Notes are internal, not private. Teammates read them, and a customer who asks for their data has a reasonable claim to what you hold about them.
That's not a reason to avoid notes — it's a reason to write them factually. “Customer is on the legacy plan, migration needs finance approval” ages well. Remarks about the customer don't.
