Add an internal note to a request

Destiny Help Desk admin users can add an internal note to a request. This note is visible to other users who can assign or are assigned a request, but not the requestor.

  1. Select Requests > View All Requests.
  2. Click the Request ID for the request you want to edit.

    All Requests page with request ID highlighted.

    3. The request details page displays a Notes section.

    Notes section on a request

  3. Do any of the following:
    1. Enter the desired text.
    2. If you do not want to send an email, deselect the checkbox.
    3. To limit the note to admin users, select the Internal checkbox.
    4. To save as a canned response, select the checkbox.
    5. To use a canned response, select it from the drop-down. The response appears in the Notes field.
    6. To add or delete email recipients, click Change Recipients, select the desired recipients, then click Save.
  4. Click Save.

Your note appears in the Notes section.

Internal note example

To edit an existing internal note:

  1. Next to the note you want to edit, click Edit icon.
  2. Make any changes you want.
  3. If you do not want an email sent, deselect the Send Email checkbox.
  4. Click Save.

To delete an internal note:

  1. Next to the note you want to delete, click Trash can icon.

    Note: Only the user who entered the note can delete it.

  2. On the confirmation pop-up, click Yes.