How to log notes on a ticket that are NOT internal or customer comments?

Our IT team likes to include technical details and code when working on open tickets - but we do not want these to be e-mailed (internally or to the customer) as a "comment"  and we don't want to create an external file as an attachment. We just want to log information directly into the ticket. How can we do this? 

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Hi Stephanie, 

In this case, your best option would be to create text custom fields so that users can add that information into the ticket. You can later hide these fields from the customers so they don't see this information.

Here follows some documentation to help you achieve that: 
Adding a custom field
Customizing the fields on a request type

Hope this helps you! smile


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