How Internal Notes Work
Add staff-only notes on any order and @mention teammates.
Written By Dennis Rodin
Last updated 17 days ago
Internal notes are staff-only notes attached to an order. They never appear on customer-facing documents like invoices, receipts, or contracts, and they also do not appear on the shop ticket. They're for your team only. Find them in Notes & Files on any open order.
Where to find them
Open any order and click Notes & Files on the left side menu. You'll see the Notes area.
If notes already exist on the order, they're listed there as individual entries. If not, the area is empty and ready for your first note.
Learn more: How to Open an Order
Adding a note
Click into the notes area, type what you need, and post it. Each note is saved as its own entry, so notes stack up over time instead of overwriting one another. There's no character limit, so write as much as you need.
Because every note is a separate entry, you keep a running history of what your team has said on the order rather than a single block of text that gets replaced.
@mention a teammate
Inside a note, type @ and pick a teammate to mention them. When you post the note, each person you mention gets a notification.
Every resolved mention fires a notification that reads "You were mentioned in a note on order #<number>", delivered to that person's bell in the Notification Center at the top of the screen.
Mention more than one teammate and each person gets their own separate notification. You're never notified about your own mention.
The notification carries a short preview of the note and links straight back to it. Clicking it opens the order on Notes & Files with the mentioned note highlighted.
The mentioned person can reply inline right from their notification without opening the order first. Their reply is posted as another internal note on the same order, and they can @mention more teammates in that reply to pull others into the thread.
Two places notes can come from
The New Quote process. Service orders have an Internal Notes field inside the Reference & Internal Notes section.
Directly on the order. The Notes & Files area described above is the fastest way to add notes after the order is created, and it's where @mentions and replies live.
Either way, internal notes stay visible only to your team.
Internal Notes vs Order Notes vs Installation Notes
These are three different things:
Internal Notes are staff only. They never appear anywhere customer-facing or production-facing.
Order Notes appear on the shop ticket. Used for production instructions to the supplier or shop floor.
Installation Notes appear on the shop ticket. Used for placement details for the installer at the cemetery.
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