--- title: "Private Notes & @Mentions for Team Collaboration | ThriveDesk" canonical: "https://www.thrivedesk.com/features/private-notes/" author: ThriveDesk description: "Work a ticket together without leaving it. ThriveDesk private notes let your team add internal notes, @mention teammates, and reply from email — all kept private from the customer." categories: [page] --- # Talk to your team, right inside the ticket Private notes are where your support team talks shop — ask a question, share context, or hand work off without leaving the conversation. @mention a teammate to pull them in, and keep the reply moving. The customer never sees a thing. - Add an internal note to any conversation in one click - @mention a teammate and they get pinged right away - Notes stay private — your customer never sees them [Start free trial](https://app.thrivedesk.com/auth/register) 7-day free trial · No card required Loved by 2,000+ startups Trusted by 2,000+ growing teams 4.9 / 5.0 G2 reviews Why private notes? ## The back-channel your support team needs The hardest tickets rarely get solved alone. You need a second opinion, an engineer to weigh in, or a quick sign-off from billing. Private notes keep that back-and-forth attached to the ticket it’s about, instead of scattered across Slack threads and forwarded emails. Ask the question, @mention the right person, and pick up where you left off — all without the customer seeing it. Mention teammates ## Loop in the right person with an @mention Stuck on a ticket? Type “@” inside a note to pull in a teammate, and they get pinged the moment you post, with a link back to the conversation. They can even reply right from the email, so the answer comes back without anyone breaking stride. - Type “@” to mention any teammate right inside a note - They get pinged in-app, by email, or both - Their reply threads straight back into the conversation - Everyone sees the full thread, so there’s nothing to forward Built for teamwork ## Everything you need to solve tickets together Note in a click, @mention anyone, keep it private from the customer, and reply from wherever you are. The whole team can move a tricky ticket forward without leaving it. ### Note in one click Switch from reply to note without leaving the conversation. Jot down a bit of context, a question, or the next step for whoever picks it up. ### @mention anyone Pull a teammate into a note and they get pinged right away, with the whole thread attached so they walk in with the full picture. ### Always private Notes sit right alongside the conversation but the customer never sees them — only your team does. ### Reply from anywhere Mentioned teammates can answer straight from the email, so an answer comes back even when they’re away from their desk. Loved by founders ![weDevs logo](https://www.thrivedesk.com/_astro/wedevs-logo-colored.CZ1zsiJa.svg) > “ ThriveDesk is really easy to use while being super effective. I can say without a doubt that ThriveDesk is the best live chat software for small businesses. ” ![Nizam Uddin](https://www.thrivedesk.com/_astro/nizam.B0IpOeXM.jpg)Nizam Uddin CEO, weDevs ![Brainstorm Force logo](https://www.thrivedesk.com/_astro/surecart-logo.CyVpCQv8.svg) > “ The ThriveDesk team truly exceeded expectations with their exceptional work on integrating SureCart. Their dedication resulted in a powerful integration that surpassed all our requirements. ” ![Sujay Pawar](https://www.thrivedesk.com/_astro/sujay-pawar.S_zk3sed.jpg)Sujay Pawar CEO, Brainstorm Force ![Themefisher logo](https://www.thrivedesk.com/_astro/themefisher-logo.iZiIHaeu.svg) > “ As our business and list of clients grew, user classification data became vital for us. We needed to serve our premium customers first to keep our business running. ” ![Mehedi Hasan](https://www.thrivedesk.com/_astro/mehedi.CxiVuND-.jpg)Mehedi Hasan CEO, Themefisher ![Themesgrove logo](https://www.thrivedesk.com/_astro/tg_logo.mI64JEaF.png) > “ At some point, we were paying top dollar yet not all our support requirements were being met. After some digging, we found ThriveDesk. ” Mohammad Zannatun Nime Support Executive, Themesgrove ![Sigmative logo](https://www.thrivedesk.com/_astro/sigmative-logo.DGIzEm09.svg) > “ I love ThriveDesk so much. It’s easy to use and user friendly — the best choice for anyone who wants to modernize a classic support system and get live chat built in. ” ![Selim Rana](https://www.thrivedesk.com/_astro/selim-rana.CQkT8t1-.jpg)Selim Rana Founder, Sigmative Muslims Day > “ The performance of ThriveDesk is very good, and it’s intuitive. I just tried the AI chatbot — add a few knowledge base articles and it’s answering mostly correctly. ” Abdullah Al H. CEO, Muslims Day Notes in the wild ## What a good note looks like A question, a hand-off, a heads-up. Every note keeps the context on the conversation and the right teammate in the loop. Here are a few your team might leave. AA Antony Alston Support Private @Sarah This is the second refund request from this customer this month. Can you confirm whether we should honour it before I reply? 2m ago Teammate notified LK Leo Koo Engineering Private @Maya Reproduced the bug on staging — it’s the webhook timeout again. Fix is going out tonight, so let’s hold this reply until it’s live. 8m ago Teammate notified MC Maya Chen Billing Private @team Heads up: this is a VIP account on the legacy plan. Loop me in before promising any changes to their billing cycle. 14m ago Teammate notified Who it’s for ## Private notes for teams like yours Whatever your team does, the tricky tickets need a second set of eyes. Private notes keep that back-and-forth in one place, right in the shared inbox you already work from. Best for [Ecommerce](https://www.thrivedesk.com/industry/ecommerce/) Check stock, a return, or an order with the right teammate before you reply. View use case Best for [SaaS](https://www.thrivedesk.com/industry/saas/) Pull an engineer into a bug report and hold the customer reply until it’s fixed. View use case Best for [Digital Products](https://www.thrivedesk.com/industry/wordpress-products/) Hand off licensing and how-to questions with the full thread attached. View use case Best for [B2B](https://www.thrivedesk.com/industry/b2b/) Flag a VIP account and agree on the answer privately before anything goes out. View use case Switching tools? ## Bring your team’s context with you Moving from another help desk? We migrate your contacts, tickets, threads, tags, and the internal notes attached to them, with no downtime. The conversations your team relies on keep every bit of context from day one. [See all migrations](https://www.thrivedesk.com/migrate/) [Migrate from Intercom Escape per-seat pricing and unpredictable resolution fees.](https://www.thrivedesk.com/migrate/intercom/) [Migrate from Help Scout Keep the shared-inbox simplicity, get more for less.](https://www.thrivedesk.com/migrate/helpscout/) [Migrate from Zendesk Leave Zendesk’s complexity and cost behind.](https://www.thrivedesk.com/migrate/zendesk/) [Migrate from Freshdesk Coming soon](https://www.thrivedesk.com/contact/) Integrations ## Bring context into every note Connect ThriveDesk with the ecommerce, billing, and product tools you already use. The customer and order details your team needs sit right there in the conversation when you leave a note. [Go to integrations](https://www.thrivedesk.com/integrations/) [Start free trial](https://app.thrivedesk.com/auth/register) Mobile apps ## Keep answering when you’re away from your desk You'll find all the features you love from ThriveDesk's web app on the mobile app — so the queue keeps moving wherever you are. - View, reply, and forward messages - Add notes - @Mention colleagues - Create, edit, and tag conversations - Manage the assignee - Collision detection [Download on the **App Store**](https://apps.apple.com/mt/app/thrivedesk/id1612184462) [GET IT ON **Google Play**](https://play.google.com/store/apps/details?id=com.thrivedesk) 12:38 Beacon A ### Welcome, Alamin Ahammed My tickets 6 open A ahammedalamin2002 7dys ago Active Normal hey Ahammed. Note from discord -- TEST RA rakibhossain 2mths ago Active Medium people outside ThriveDesk won't know about the updated su… This is note @Alamin S Ahammed SUPPORT JN Jim Newaz 1yr ago Active Normal Test Subject This is test draft --Alamin Ahammed… SUPPORT EU Ekram Ullah 1yr ago Active Normal Another test email wow SUPPORT TN test null 1yr ago Active Normal testing the new editor sfsdf SUPPORT SM sarah.miller 5mths ago Active Medium Refund for duplicate charge Customer was billed twice in March SUPPORT DV dev.team 8mths ago Active Normal Webhook payload question Which events fire on ticket merge? TEST ## Frequently Asked Questions The common questions about private notes and @mentions. Still stuck? [Talk to us](https://www.thrivedesk.com/contact/). ### What is a private note? A private note — also called an internal note — is a message you add to a conversation that only your team can see. It’s where you ask a question, share context, or hand work off, without the customer ever knowing. ### Can the customer see my notes? No. Notes are private to your team. They sit right alongside the conversation so the context stays in one place, but they’re never sent to the customer or shown to them. ### How do I mention a teammate? While writing a note, type “@” and pick a teammate from the list. They get pinged the moment you post — in-app, by email, or both — with a link back to the conversation and the full thread. ### Can a mentioned teammate reply from email? Yes. When someone is mentioned, they can reply straight from the email. Their answer threads back into the conversation as a note, so they can help without opening ThriveDesk. ### How do I switch from a reply to a note? Every conversation has a reply mode and a note mode side by side. Click into the note tab, write your message, and post. No copy-pasting into Slack or email, and no leaving the ticket. ### Do notes keep the whole team in the loop? Yes. Notes become part of the conversation’s history, so anyone who opens the ticket later sees what was discussed, what was decided, and who was involved. ### Why use private notes instead of Slack or email? Because the context stays with the conversation. Chatting in Slack pulls the discussion away from the ticket. Notes keep every question, decision, and hand-off attached to the customer it’s about. ### Are private notes available on every plan? Private notes and @mentions are part of the shared inbox every team uses. Check the pricing page for the seats and limits on each plan.