How Internal Notes Work

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.

Your own notes show your name, the date and the time above the note text, with the Internal toggle and the ⋯ menu on that same line.

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.

Set a reminder on a note

The bell beside the note box sets a reminder while you write. Click it to open Remind me about this note, then tap a quick choice such as 15 min, 1 hour or 3 hours, or pick a day and a time. Post the note as usual and the reminder is saved with it.

When the time comes, the reminder arrives in your notification bell under the Scheduling tab. View opens it on your dashboard, and Done with this reminder ticks it off straight from the bell. The reminder also shows on the note itself: click it to change the time, or Delete it. Every reminder you set is listed on the Reminders tab of the task card on your dashboard.

@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.

The picker lists everyone active on your account, sorted by first name, whatever your own role is. You do not need Team Members access in Settings to mention someone.

• 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.

@mention someone at a partner company

On an order shared with a partner company, the @ picker lists that partner company's team as well as your own. Partner people show with their company name in brackets, for example "Dennis [Childcompany]", so you can tell the two teams apart at a glance. Mentioning one of them notifies their own bell, the same way a mention notifies your teammates.

A note that mentions someone at the partner company is saved as External automatically, because partners read External notes, and their notification opens their own copy of the order.

Notes written by the other company refresh on their own about every 30 seconds while the order is open and the browser tab is visible, so their replies appear without you reloading the page.

Learn more: How to Manage Partners

Two places notes can come from

• The New Quote process. Service orders have an Internal Notes field inside the Reference & Internal Notes section. On the saved order it shows with the line breaks and spacing you typed.

• 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.

Design Notes

Design Notes are a different field from internal notes. You type them on the Sketch & Inscription step of the New Quote wizard, in the Design Notes field, and you can change them later without reopening the wizard.

Open the order, click Notes & Files, and each plot's design note is shown there as a Design Notes pill. On an order with more than one named decedent, each pill is labelled Design Notes: <decedent name>, so you can tell whose note is whose. To change one, open the pill's three-dot menu, click Edit, type the new text and click Save (or Cancel to leave it as it was).

Design Notes are not staff-only. They print on the shop ticket, and on the Contract when it is generated without drawings. The Quote, Invoice and Receipt do not carry them.

Invoice payment note

The Invoice payment note is not staff-only either. It is the short line that prints at the top of the invoice as Payment note, for example the customer's PO number. You type it on the billing step of New Quote or Edit Order.

Once it has text, it shows in Notes & Files as an Invoice payment note pill, next to Payment Notes. To change it, open the pill's three-dot menu, click Edit, type the new text and click Save. On a phone, tap the pencil on the pill. When the order has no invoice payment note yet, the phone's Notes card offers Add Invoice payment note. An invoice you generate after the change prints the new text.

Internal Notes vs Order Notes vs Installation Notes vs Design Notes

These are four 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.

• Design Notes are what the artwork needs. They print on the shop ticket, and on the Contract when it is generated without drawings.

Related articles:

• The Notification Center (Bell)

• How to View and Download Documents

• What the Order Overview Shows

• How to Open an Order