Notes, Tags, Templates

Team Tools for Tickets

Three commands that make day-to-day support life much nicer.

/note-add

Adds an internal note to the ticket — the user can't see it.

/note-add note:Had a similar issue yesterday, check DB logs

/note-list

Lists all internal notes of the current ticket (ephemeral — only you see them).

/note-list

/template

Sends a predefined response template in the ticket. Templates are managed in dashboard → Advanced → Templates.

/template name:welcome
/template name:closing

/tag

Sets a tag on the ticket — e.g. bug, feature, urgent. Useful for filtering in analytics.

/tag add name:bug
/tag remove name:bug
/tag list

/forward

Forwards the ticket to another department (different team role) — e.g. from Support to Dev.

/forward department:dev-team

→ The other team role gains access; the original team can release the claim.