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Add Note Drawer

The Add Note drawer is a quick way to log an internal note on a customer, lead, or technician record. It opens from the Add Note button available in the page header of those records.

Notes stay private to your team — customers never see them. If you set a remind date, the note becomes an open ticket that stays visible in the record's Notes section until someone closes it.

Who Can Access This​

RoleCustomer NotesLead Notes
AdministratorYesYes
OfficeYesYes
SalesYesYes
HR AdminYesYes
Payroll AdminYesYes
TechnicianNoNo

Technicians cannot view or add customer or lead notes. In the technician portal they can still add a note to a job they are assigned to.

Where to Find It​

The Add Note button appears in the page header of:

  • Customer records — visible on every tab of the customer detail workspace, so you can add a note without leaving your current section.
  • Lead records — same button in the header, for leads and quotes in the sales pipeline.
  • Technician profiles — available in the technician detail and profile pages.

Click Add Note to open the drawer.

Fields in the Drawer​

Note Type (technician notes only)​

When adding a note to a technician record, a Note Type dropdown appears at the top of the drawer. Select the category that best describes the note:

  • Note — General internal note (default)
  • Other categories as configured by your administrator (e.g., Performance, HR, Attendance)

This dropdown is not shown when adding notes to customer or lead records — customer and lead notes are categorized from within the Notes section itself.

Note Content (required)​

Write your note in the rich text editor. A formatting toolbar at the top of the editor lets you apply:

  • Headings (H1, H2, H3)
  • Bold, italic, underline, strikethrough, and highlighted text
  • Left, center, right, and justified text alignment
  • Bulleted and numbered lists
  • Tables, blockquotes, and horizontal rules
  • Links

The note content field cannot be blank. The Save Note button stays disabled until you type something.

tip

Formatting is preserved when the note is saved. Note cards render rich content exactly as it appears in the editor.

Remind Date (optional)​

The Remind Date field appears below the note content. Setting a date changes how the note is saved:

Remind DateWhat Gets Created
Not setA simple note — saved immediately and closed
Set to a future dateAn open ticket — stays active until manually closed

When you pick a date, the button at the bottom changes from Save Note to Create Ticket, and an amber notice appears reminding you that an open ticket will be created.

You can use the date shortcuts in the date picker (Today, Tomorrow, Next Week, etc.) to set the date quickly. Leave the field blank to skip the reminder.

tip

Use the Remind Date whenever you need someone on your team to follow up. The ticket stays amber and visible at the top of the Notes section until it is closed, so nothing gets forgotten.

Saving​

Click Save Note (or Create Ticket if you set a remind date) to submit.

After saving:

  • The drawer closes.
  • The note appears immediately in the record's Notes tab.
  • If a remind date was set, the note appears in the Open Tickets section at the top of the Notes tab with an amber background.

Click Cancel to close the drawer without saving.

Notes vs. Tickets​

NoteTicket
Remind DateNot setSet to a future date
StatusClosed on creationOpen until manually closed
Where it appearsNotes listOpen Tickets section + notes list
Follow-up requiredNoYes

A simple note is useful for logging what happened: a conversation, a customer request, a status change. A ticket is useful when your team needs to act on something by a specific date.

To close an open ticket, click it in the Open Tickets section and use the Ticket Detail drawer to add close notes and mark it as closed.

Tips​

  • Add a note from any tab. The Add Note button is always in the header. You do not need to navigate to the Notes tab first.
  • Set a remind date for follow-ups. If a customer asks you to call back in a week, set the remind date so the ticket stays visible for your whole team.
  • Be specific in the note text. Notes like "Customer called" are less useful than "Customer called about invoice #1045 — requested a $20 credit for a missed room." The richer the note, the more useful it is the next time someone opens the record.
  • Use formatting for clarity. Bullet lists work well for multi-step instructions or multiple action items in a single note.
  • For technician notes, choose the right Note Type. When your administrator has configured multiple note types, selecting the right one helps filter and report on technician records by category.

Troubleshooting​

What you seeSolution
Add Note button is not visibleYour role may not have note creation permission for this record type. Contact your administrator.
Save Note button is grayed outThe note content field is empty. Type something before saving.
Remind Date field is missingThe remind date is only shown on customer and lead records. It does not appear on all record types.
Note does not appear after savingRefresh the page or navigate to the Notes tab. If the Notes section has a filter active, check that your note's type matches.
I set a remind date but no ticket appearedEnsure you clicked Create Ticket (not Cancel) and that the date was selected, not just typed. Reopen the drawer and try again.