Description

The Private Notes addon adds to Awesome Support an internal notes field visible only to the support team, separating technical comments from the public conversation exchanged with the client. The extension enables private records within each ticket, allowing agents to exchange instructions, historical context, and guidance with each other without exposing this information to the end requester.

Main Features

  • Internal notes per ticket: a dedicated field within the ticket that accepts notes restricted to the support team.
  • Controlled visibility: the notes are invisible to the client who opened the ticket, showing only to users with agent profiles.
  • Internal communication between agents: allows exchanging context, doubts, and instructions directly in the ticket history.
  • Visual differentiation of messages: the private notes appear highlighted in the ticket flow, preventing confusion with public responses to the client.
  • Integration with the Awesome Support panel: operates within the ticket detail screen itself, without requiring a separate interface.

Benefits of Private Notes

  • Preserved internal history: keeps all team reasoning recorded with the ticket, facilitating continuity of service.
  • Less noise in public conversation: the client sees only responses directed to them, without technical comments or agents’ internal doubts.
  • Faster collaboration: agents can request help from colleagues within the ticket itself, without resorting to emails or parallel chats.
  • Facilitated onboarding: new agents follow the previous team reasoning when taking over an ongoing ticket.

Who is it recommended for?

  • Support teams that use Awesome Support and need to separate internal communication from customer conversation.
  • Agencies and service companies that serve multiple clients and require detailed record of context between agents.
  • Teams with multiple support tiers (level 1, level 2, specialists) that relay tickets with internal technical notes.

Recommended for support operations that need to keep internal collaboration documented within each ticket, without exposing exchanges to the end customer.

Frequently asked questions

Is Awesome Support Private Notes GPL-licensed?

Yes. Awesome Support Private Notes is distributed under the GPL (GNU General Public License). You may legally use, modify and redistribute it on as many sites as you want.

Can I use Awesome Support Private Notes on multiple sites?

Yes. You can install Awesome Support Private Notes on as many sites as you want. Only automatic updates through Ultrapack Auto Updater have a limit: from 3 to 80 sites, depending on the plan.

How much does Awesome Support Private Notes cost at Ultrapack?

Awesome Support Private Notes costs US$2.99 as a single purchase, and it is also included in the subscription plans starting at US$12/mo (VIP I).

Does Awesome Support Private Notes include updates?

Yes. The current version of Awesome Support Private Notes is 3.2, published at Ultrapack on Aug 7, 2022. Subscribers update straight from the WordPress dashboard with UAU (Ultrapack Auto Updater).

Is Awesome Support Private Notes scanned before publication?

Yes. Every version of Awesome Support Private Notes goes through a malware scan (ClamAV and YARA rules, at UltraHub) before it is published.