Who Can See Internal Notes on Tickets?
Internal notes are visible to all staff members who have access to the ticket. The “internal” designation controls the classification of the note, not individual user access. Any employee who can open the ticket can see both internal and standard notes.
The purpose of marking a note as internal is to distinguish it from standard notes in the communication record. Internal notes are designed for team-only information such as troubleshooting steps, sensitive observations, or coordination messages between colleagues. They appear in the notes thread with a visible “Internal” badge so they are clearly identified.
If you need to restrict who can see a ticket entirely, the visibility is controlled by the location's CRM ticket visibility setting and the user's permissions — not by the internal/external note classification.
Related
- Ticket Notes & Communication — Complete guide to using the ticket notes thread, internal vs. standard notes, and audit trail best practices
- Location Visibility Settings — How visibility settings control who can see CRM records