Quick notes section?

[Alisha]

Good morning,

Please could we request the addition of a 'quick notes' section or pop up for customers that only analysts can see when raising requests? 

Sometimes we need to add quick notes about actions taken, and when dealt with, the notes can be deleted. This would save us having to search through previous requests and read through Timelines, which can all take a lot of time when on the phone to the customer. The information in the notes section would need to be something the analysts can add/delete themselves.

Many thanks,
Alisha

[James Ainsworth]

Hi Alisha,

How about adding a Notes field to the request details section using the form designer?

[Alisha]

Hi @James Ainsworth,

Thanks for your reply.

We need the notes to appear against the customer at the time of raising request, i.e. after entering their User ID. 

We are already using all the custom attributes, but we would need something that all analysts can amend, preferably those with the Service Desk Admin role.

Many thanks,
Alisha