Internal Note

What it is

Internal notes record investigation steps, hypotheses, and context on a ticket without sending them to the customer.

Why it matters

They're where most of a support team's real knowledge lives, and the place engineers look first when a ticket is escalated.

Best practices

1. Write for the next reader – Assume they have no context.
2. Record what didn't work – It saves the next person from repeating it.
3. Make notes searchable – Old notes are the cheapest knowledge baseKnowledge BaseA library of help articles customers and agents use to answer questions. you have.

How Decimal helps

Decimal posts its investigation as an internal note with citations, and learns from notes on past resolved tickets.