The Notes feature on the Tickets page allows you to add, manage, and search notes related to the ticket handling process. With these notes, important information can be documented more structurally, making collaboration between Agents easier.
All notes will be saved on the same ticket so the handling history can be reviewed anytime without needing to open another page. Here are the steps to create, manage, and filter Notes on the Tickets page.
In this guide, you will learn how to use all the Notes features on the Tickets page, from creating notes, attaching files, editing, deleting, to filtering notes.
A. How to Add a Note
- Log in to your Qontak account, then select the Tickets menu.
- Then, on the “All tickets” tab, select one of the tickets in the Ticket name column that you have created.
You will be directed to the following page. Then, in the Notes section, enter your note in the available field. Besides adding text, you can also mention other users using the @ symbol and attach files by pasting files using the Ctrl + V keyboard shortcut.
The formatting will be displayed automatically. You can edit and adjust the note content as needed. Then click “Save”.
The note has been successfully added.
B. Text Formatting
Here is an explanation of the text formatting options available in Ticket Notes.
| No. | Feature Name | Description |
| 1 | Text Style | Used to select the type or style of text to apply to the note, such as Normal text. |
| 2 | Text Formatting | Used to format text, such as Bold, Italic, Underline, and |
| 3 | List & Alignment | Used to create bulleted lists, numbered lists, and adjust text alignment. |
C. Inserting Mentions and Links
Here is an explanation of the mention and link formats available in Ticket Notes.
| No. | Feature Name | Description |
| 1 | User Mention | Used to mention other users in the note using the @ symbol so that the mentioned users can be notified of related information. |
| 2 | Link | Used to insert links into the note so you can direct users to specific pages or information sources. |
D. Attaching Files
(Access the button to attach files)
You can attach files to Notes as supporting information when documenting ticket handling. There are two methods to upload files:
Single File, to upload one file at a time.
Multiple Files, to upload several files at once.
Important
- Supported file formats include .zip, .xlsx, .docx, .csv, .mov, .mp4, .mp4a, .pdf, .png, .jpg, .xml, and .txt.
- The maximum size for each file is 15 MB.
- Each Note can hold up to 10 files.
Besides selecting files from your device, you can also upload files by drag and drop directly into the Notes field with the following steps:
In the Notes section, click the “attachment file” icon.
Select the file you want to upload.
Then drag and drop the file into the Notes field.
You can also upload files by pasting them into the Notes field using the Ctrl + V shortcut on Windows, Command + V on Mac, or right-click and select “Paste”.
E. Adding a Location
- Click the “Location” button on the Note.
- After the location is successfully added, the location information will appear below the Notes field.
F. Editing and Deleting Notes
- To edit a Note, click the “three-dot icon” on the Note you want to edit.
- Then click “Edit”.
- You can then edit the note content as needed. When finished, click “Save changes” to save the updates.
- To delete a Note, click the “three-dot icon” on the Note you want to delete.
- Then click “Delete”.
- A pop-up will appear with the following message. Click “Delete” to confirm.
- Then a notification pop-up will appear confirming that the note has been successfully deleted.
That concludes the explanation on how to manage the Notes feature on the detail Tickets page.