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Customer Notes

The Notes tab keeps a running record of every internal note and support ticket attached to a customer. Your team can log phone calls, flag billing concerns, track complaints, and create follow-up reminders — all with rich text formatting — tied directly to the customer's profile so nothing falls through the cracks.

Who Can Access This​

RoleAccess Level
AdministratorFull access — view, add, edit, and delete notes
Office ManagerView and add — no delete
SalesView and add — no delete
HR AdminView and add — no delete
Payroll AdminView and add — no delete
Field TechnicianNo access
note

If you don't see this feature, your role may not have permission. Contact your administrator.

How to Open the Notes Tab​

  1. Go to Office > Contacts.
  2. Click a customer's name to open their detail workspace.
  3. Select Notes from the left navigation.

You can also add a note from anywhere in the customer record without navigating to the Notes tab first — just click the Add Note button in the page header.

Notes vs Tickets​

The Notes section handles two related but different things: notes and tickets.

A note is a one-time record of something that happened or needs to be remembered. It has no follow-up date. When you save it, it is immediately closed and filed in the notes list.

A ticket is a note with a follow-up reminder date. When you set a remind date, the note stays open until someone closes it. Open tickets appear at the top of the Notes tab in an amber highlighted section so they are easy to spot.

You choose between the two at the moment you add a note: include a remind date to create a ticket, or leave it blank to create a simple note.

Adding a Note​

  1. Click Add Note in the customer page header (visible on any tab).
  2. The Add Note drawer opens.
  3. Write your note in the rich text editor. Use the formatting toolbar at the top of the editor to apply:
    • Headings (H1, H2, H3)
    • Bold, italic, underline, strikethrough, and highlighted text
    • Left, center, right, and justified text alignment
    • Tables, blockquotes, and horizontal rules
    • Links
  4. Optionally pick a Remind Date. Setting a remind date turns the note into an open ticket.
  5. Click Save.

The note appears in the Notes tab immediately, rendered with your formatting. If you set a remind date, it appears in the Open Tickets section.

tip

Notes saved before rich text was available still display correctly — the editor only applies formatting when you use the toolbar.

Note Categories​

Every note has a category that helps your team understand what kind of information it contains at a glance. Categories also show as color-coded badges on each note card.

CategoryColorUse for
GeneralGrayGeneral information with no specific type
ServiceBlueDetails about the service, scope, or quality
BillingGreenPayment, invoice, or pricing discussions
ComplaintRedCustomer complaints or dissatisfaction
FeedbackPurpleCustomer feedback (positive or negative)
SchedulingOrangeSchedule changes, cancellations, or preferences
ImportantAmberHigh-priority notes the team must read

Use the Category dropdown in the search bar to filter notes by a single category.

Note Types​

Each note card shows a small icon that indicates how the note originated or what kind of entry it is.

IconTypeWhen it appears
Note iconGeneral NoteStandard manually written notes
Ticket iconContact TicketNotes that are or were open tickets
Email iconEmailNotes logged from email interactions
Message iconSMSNotes related to SMS conversations
Phone iconPhone CallNotes logged from phone calls
Bell iconNotificationSystem-generated notification records
Clipboard iconQuote NoteNotes attached to a quote in the quoting workflow
Refresh iconStatus ChangeSystem entries when the customer's status changes

Open Tickets​

When the customer has one or more open tickets, an Open Tickets panel appears at the top of the Notes section with an amber background. Each open ticket shows:

  • The note category badge
  • The note content preview
  • The author and date
  • A ticket status badge

Click an open ticket card to open the Ticket Detail drawer where you can read the full note, add close notes, and mark it as closed.

To close a ticket:

  1. Click the open ticket card.
  2. The Ticket Detail drawer opens.
  3. Optionally enter close notes to document what was done.
  4. Click Close Ticket.

Once closed, the ticket moves from the Open Tickets section into the regular notes list and can be found using the Closed filter.

Filtering and Searching Notes​

Use the filter chips at the top of the section to quickly focus on what you need:

FilterWhat it shows
AllAll notes and open tickets
Open TicketsOnly currently open tickets
General NotesOnly manually written notes (excludes tickets and system entries)
FeedbackNotes in the Feedback category and notification entries
ClosedTickets that have been closed

Below the filter chips, use the search bar to find notes by content or tag. Combine a filter chip with a search term to narrow results further. Use the Category dropdown to add a second filter layer by note category.

Reading Note Cards​

Each note appears as a card in the list. Pinned notes appear at the top of the list with a soft amber background.

The card header shows:

  • An icon indicating the note type or communication medium
  • A category badge (color-coded)
  • A ticket status badge (if the note is a ticket)
  • A pin icon (if pinned)
  • The author's avatar and name
  • The date and time

The card body shows the first 300 characters of the note content. If the note is longer, click the Show more chevron to expand the full text.

When viewing a large customer history, click Load More Notes at the bottom of the list to load the next page of older notes.

Tips and Best Practices​

  • Use the header Add Note button. You do not need to navigate to the Notes tab to add a note. Click Add Note from any section of the customer record so you never lose your context.
  • Create a ticket for follow-ups. If a customer calls about a billing issue and you need to follow up in three days, set a remind date. The note becomes a ticket so it stays visible at the top until resolved.
  • Use the Important category sparingly. Reserve it for notes the entire team must see before the next interaction — such as access changes, safety concerns, or critical service preferences.
  • Add close notes when closing a ticket. A brief sentence explaining what was done creates a useful audit trail for your team and for the next person who reviews the record.
  • Search by tag. If your team consistently tags notes (e.g., a specific technician's name or a recurring issue), the search bar can find those tags instantly.
  • Check Open Tickets first. Before calling a customer, glance at the amber Open Tickets section to see if there are any unresolved items your team was tracking.

Troubleshooting​

What you seeSolution
Notes tab is not visible in the navigationConfirm you have the correct customer record open. The Notes tab is always visible for customer records.
I added a note but do not see itRefresh the page. If the note type filter is active, check that your new note's type matches the current filter.
Open Tickets section is not showingThe customer has no open tickets. It only appears when at least one ticket is open.
I cannot delete a noteDelete permission is required for administrators only. Contact your administrator if a note needs to be removed.
Load More Notes button is not appearingAll notes have loaded. The button only shows when there are additional pages of older notes.
A note appears in both the list and the Open Tickets sectionThis does not happen by design. Open tickets are shown only in the Open Tickets section, not in the main list. Refresh the page if you see duplicate entries.