Can I Edit or Delete a Ticket Note?
No. Once a note is saved on a support ticket, it is permanent. Notes cannot be edited or deleted. This is by design — the immutability of notes ensures the integrity of the audit trail. Every note remains in the ticket history exactly as it was written, with the original author and timestamp.
If you make a mistake in a note, the correct approach is to add a new note that clarifies or corrects the previous one. For example, you might write: “Correction to my previous note: the refund amount should be $25.00, not $35.00.” This preserves the full history while ensuring accuracy.
Related
- Ticket Notes & Communication — Complete guide to using the ticket notes thread, internal vs. standard notes, and audit trail best practices