Create, edit and manage notes in help desk

Support teams can view, create, and edit internal notes directly within help desk. Notes and any comments added to them are not visible to the contact, allowing support reps to share updates and notify other team members of ongoing conversations. 

All notes are logged in the ticket thread in help desk, as well as on any associated records, ensuring consistency and visibility across the team. 

If you’ve connected Slack, Microsoft Teams, or Google Chat to help desk, notes and comments on notes will automatically sync between these integrations and HubSpot.

Create a note

1. In your HubSpot account, navigate to Service > Help Desk.
2. Click a ticket to view the corresponding conversation, along with details about the associated records (e.g., contacts, companies, and deals).
3. In the Reply editor, click the Note description icon tab.

4. Type @ and your team member's name, then enter your message.
   • Use the icons across the bottom of the email editor to modify your text style, insert a link, or upload a file.
   • To add a document, snippet, meeting link, knowledge base article, quote, or video in your response, click Insert.
   • To associate the note with a record, click the Associate with [X] record, then search for and select the record. 
5. Click Create note. 

The note will appear in the ticket thread in help desk, as well as on the timelines of any associated records. If you’ve integrated Slack, Microsoft Teams, or Google Chat with help desk, notes will sync with the corresponding thread in each integration.

Comment on notes

You can respond to notes by commenting on them. 

1. In your HubSpot account, navigate to Service > Help Desk.
2. Click a ticket to view the corresponding conversation. 
3. Navigate to the note and click comments Add comment. 

4. In the text box, enter your comment. 
5. To mention a team member, type @ and your team member's name, then enter your message. The mentioned team member will receive a notification with a link to the conversation. Learn more about managing your ticket notifications.
6. Click Comment. 
   

If you’re mentioned in a note or comment, the ticket will appear in the My Mentions view in the left panel of help desk. Learn more about views in help desk. Additionally, if you've integrated Slack, Microsoft Teams, or Google Chat with your help desk, replies to notes will sync as nested comments within each integration.

Manage notes in help desk 

1. In your HubSpot account, navigate to Service > Help Desk.
2. Click a ticket to view the corresponding conversation.
3. To edit a note:
   • Hover over the note and click the edit Edit icon. 
   • In the text box, edit the note and click Save. 

4. To delete a note: 
   • Click Actions and select Delete. 
   • In the dialog box, click Delete. 
5. To view the note’s history:
   •  Click Actions and select History. 
   • In the right panel, view the note’s property history. 
6. To copy the note’s URL to your clipboard, click Actions and select Copy link.