Talk to your team, right inside the ticket
Private notes are where your support team talks shop — ask a question, share context, or hand work off without leaving the conversation. @mention a teammate to pull them in, and keep the reply moving. The customer never sees a thing.
- Add an internal note to any conversation in one click
- @mention a teammate and they get pinged right away
- Notes stay private — your customer never sees them
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The back-channel your support team needs
The hardest tickets rarely get solved alone. You need a second opinion, an engineer to weigh in, or a quick sign-off from billing. Private notes keep that back-and-forth attached to the ticket it’s about, instead of scattered across Slack threads and forwarded emails. Ask the question, @mention the right person, and pick up where you left off — all without the customer seeing it.
Loop in the right person with an @mention
Stuck on a ticket? Type “@” inside a note to pull in a teammate, and they get pinged the moment you post, with a link back to the conversation. They can even reply right from the email, so the answer comes back without anyone breaking stride.
- Type “@” to mention any teammate right inside a note
- They get pinged in-app, by email, or both
- Their reply threads straight back into the conversation
- Everyone sees the full thread, so there’s nothing to forward
Everything you need to solve tickets together
Note in a click, @mention anyone, keep it private from the customer, and reply from wherever you are. The whole team can move a tricky ticket forward without leaving it.
Note in one click
Switch from reply to note without leaving the conversation. Jot down a bit of context, a question, or the next step for whoever picks it up.
@mention anyone
Pull a teammate into a note and they get pinged right away, with the whole thread attached so they walk in with the full picture.
Always private
Notes sit right alongside the conversation but the customer never sees them — only your team does.
Reply from anywhere
Mentioned teammates can answer straight from the email, so an answer comes back even when they’re away from their desk.
“ ThriveDesk is really easy to use while being super effective. I can say without a doubt that ThriveDesk is the best live chat software for small businesses. ”
“ The ThriveDesk team truly exceeded expectations with their exceptional work on integrating SureCart. Their dedication resulted in a powerful integration that surpassed all our requirements. ”
“ As our business and list of clients grew, user classification data became vital for us. We needed to serve our premium customers first to keep our business running. ”
“ At some point, we were paying top dollar yet not all our support requirements were being met. After some digging, we found ThriveDesk. ”
“ I love ThriveDesk so much. It’s easy to use and user friendly — the best choice for anyone who wants to modernize a classic support system and get live chat built in. ”
“ The performance of ThriveDesk is very good, and it’s intuitive. I just tried the AI chatbot — add a few knowledge base articles and it’s answering mostly correctly. ”
What a good note looks like
A question, a hand-off, a heads-up. Every note keeps the context on the conversation and the right teammate in the loop. Here are a few your team might leave.
@Sarah This is the second refund request from this customer this month. Can you confirm whether we should honour it before I reply?
@Maya Reproduced the bug on staging — it’s the webhook timeout again. Fix is going out tonight, so let’s hold this reply until it’s live.
@team Heads up: this is a VIP account on the legacy plan. Loop me in before promising any changes to their billing cycle.
Private notes for teams like yours
Whatever your team does, the tricky tickets need a second set of eyes. Private notes keep that back-and-forth in one place, right in the shared inbox you already work from.
Check stock, a return, or an order with the right teammate before you reply.
View use case Best for SaaSPull an engineer into a bug report and hold the customer reply until it’s fixed.
View use case Best for Digital ProductsHand off licensing and how-to questions with the full thread attached.
View use case Best for B2BFlag a VIP account and agree on the answer privately before anything goes out.
View use caseBring your team’s context with you
Moving from another help desk? We migrate your contacts, tickets, threads, tags, and the internal notes attached to them, with no downtime. The conversations your team relies on keep every bit of context from day one.
Bring context into every note
Connect ThriveDesk with the ecommerce, billing, and product tools you already use. The customer and order details your team needs sit right there in the conversation when you leave a note.
Keep answering when you’re away from your desk
You'll find all the features you love from ThriveDesk's web app on the mobile app — so the queue keeps moving wherever you are.
- View, reply, and forward messages
- Add notes
- @Mention colleagues
- Create, edit, and tag conversations
- Manage the assignee
- Collision detection
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Frequently Asked Questions
The common questions about private notes and @mentions. Still stuck? Talk to us.
