Quick Notes (which we'll occasionally shorten to just "Notes" in this article) are pre-fabbed blocks of text that you can define ahead of time, and which you can quickly bring into issues and knowledge base articles. Only agents with "Can create/manage/use own Quick Notes and use shared Quick Notes" or "Can access and maintain Administration functions" permission can utilize Quick Notes.
You can use Quick Notes to standardize the tone and verbiage of your responses to customers.
Quick Notes functionality requires that the Rich Text Editor be enabled. Additionally, Quick Notes is toggled active on the Features screen by default without any action being required by you or your site's administrative team.
By the way, Quick Notes and Note Tokens were engineered hand-in-hand!
Navigating Quick Notes
You can manage Quick Notes by choosing the gear icon in the top right, then choosing Quick Notes underneath the "Tools" header.
The Quick Notes screen is divided into 4 tabs:
|
My Issue Notes |
Any entries listed here were created and are managed by you. You can share these with anyone else that has "Can create / manage / use own Quick Notes and use shared Quick Notes" or "Can access and maintain Administration functions" permission by clicking on the Share icon next to each entry. |
|---|---|
|
My KB Notes |
Quick Notes that are only used for the Knowledge Base. |
|
Shared With Me |
Notes listed under "Shared With Me" have been shared with you by someone else that also has permission to use Quick Notes. |
|
All |
The "All" tab contains all of the Quick Notes that you have access to. |
You can filter any column on any tab by clicking on the column, then entering a word or word fragment to filter by, and clicking OK.
Additionaly, you can sort any column by clicking on the column and choosing either Sort A -> Z or Sort Z -> A.
My Issue Notes
You will always land on the "My Issue Notes" tab when you navigate to the Quick Notes screen. Any entries listed here were created and are managed by you.
You can share these with anyone else that has the "Can create / manage / use own Quick Notes and use shared Quick Notes" or "Can access and maintain Administration functions" permission by clicking on the Share icon next to each entry.
You can create new Quick Notes by clicking on the Add New button.
My KB Notes
This tab will display any KB Notes that you have created. If the Knowledge Base functionality is disabled in your site, then this tab will not be present.
You can share these with anyone else that has the "Can create / manage / use own Quick Notes and use shared Quick Notes" or "Can access and maintain Administration functions" permission by clicking on the Share icon next to each entry. Be aware that although you can share a KB Note with an agent that does not have "Can add edit and delete Knowledge Base Articles" permission, they won't be able to see any KB Notes in their "Shared With Me" tab.
Shared With Me
This tab will display all of the Issue Notes that are shared with you (if any). Additionally, If you have "Can add edit and delete Knowledge Base Articles" permission, then KB Notes that are shared with you (if any) will be visible as well.
You can view any line item that is shared with you by clicking on the View icon next to it.
All
This tab is only present if you are a Sys Admin, have "Allowed Read Only access to Administration information" permission, or "Can access and maintain Administration functions" permission.
This tab displays all of the Notes you have access to. That includes:
- All Issue Notes created and managed by you
- All KB Notes created and managed by you
- All Notes that have been shared with you
- All Notes created by other agents
If you are a Sys Admin or "Can access and maintain Administration functions" permission, then you have the power to view, edit, share, or delete other Quick Notes.
If you have "Allowed Read Only access to Administration information" then you'll be able to view all information on this tab, but won't be able to edit, delete, or share any of it.
Using Quick Notes
Once the feature is enabled, and your account has the "Can create / manage / use own Quick Notes and use shared Quick Notes" or "Can access and maintain Administration functions" permission, you can use and select from Quick Notes while editing or adding a note to any issue or Knowledge Base article.
Quick Notes can include Note Tokens. In fact, both of these features were engineered to go hand-in-hand! We intended for one of the major uses of Quick Notes to be the creation of what are essentially "response templates" that allow agents to quickly reply to an issue in various scenarios. Note Tokens can take that to another level by improving the information that is included in notifications that go out to your users.
Quick Notes are best used as a fully-defined template. This allows you to effectively standardize the look, feel, and tone of communications sent from your team. Additionally, when you apply a Quick Note to the current field, it appends the note exactly where your cursor was.
Applying an Existing Quick Note
While using the Rich Text Editor in the field you are editing:
- Click on the Quick Notes dropdown.
- Click on Insert to apply a pre-existing Quick Note.
- Along the lefthand side of the lightbox that appears, select the Quick Note that you want to apply to the field. You can use the "Search Name" field to search for the Quick Note relevant to your current usage.
- When you've confirmed that you've selected the Quick Note you want, click on Insert.
The Quick Note will be applied to the field you were working in. You can make any necessary adjustments, and then save your changes.
Creating a Quick Note from System Settings
- Click on the Settings gear icon in the top right of Issuetrak, then click on Quick Notes under the "Tools" header.
- Depending on whether you want to create an Issue Note or a KB Note, click on either the My Issue Notes tab or the My KB Notes tab.
- Click on Add New.
- Enter the name and content of the new Quick Note as you want it to appear.
- Click on Save.
You've saved a new Quick Note.
Creating a Quick Note While in an Issue or Knowledge Base Article
While using the Rich Text Editor in the field you are editing, enter the note exactly how you would like it to appear for future usage, then:
- Click on the Quick Notes dropdown.
- Click on Create New.
- Enter a name for your new Quick Note, then click on Save.
You've saved a new Quick Note.
Sharing a Note
You can choose to share an Issue Note or KB note if it belongs to you, or you are a Sys Admin, or you have "Can access and maintain Administration functions" permission.
To share a note:
- Find the line item that you want to share, then click on the Share icon.
- You'll be presented with a list of agents and groups eligible to have Notes shared with them. Use the search field and scroll bar to find the users/groups to share with. You can choose to filter the list by agents / groups that already have this Note shared with them by checking the box next to "Show only shared."
- Once you've determined who to share the note with, click the toggle next to their name.
- Click Close.
The Note you selected is now shared with the agents and / or groups you selected.
Adding Attachments to Quick Notes
Quick Notes for issues can contain attachments. When they are present in a Quick Note, the attachments will be added to any issue, scheduled issue, or issue template to which the Quick Note is applied once it has been saved.
Attachments can be added to Quick Notes after they've been created. From the Quick Notes screen, find the Quick Note that you want to add an attachment to, then click on the paperclip icon. From there, you may choose to drag and drop files from your PC to the attachment area or click inside the box to browse to the file(s) that you want to attach.
Stock Quick Notes
Issuetrak provides you with several "stock" Notes for a variety of purposes, which you can choose to remove or customize further to your liking. These Notes all utilize Note Tokens.
Closing this issue
Hi [Submitter+First Name]:
Thank you for the update. I will go ahead and close the issue as indicated.
Please let me know if you have any additional questions or concerns. You can call us at [Assigned To+Phone], add a note to the issue inside the Issuetrak support site, or simply reply to this email with an update.
Thank You,
[Assigned To+Display Name]
Discuss this issue
Hi [Submitter+First Name]:
Sorry I missed you; I just left you a voicemail regarding your issue. I would like to discuss this issue with you in greater detail. Please give me a call directly at [Assigned To+Phone] when you have a chance, or simply reply to this message and let us know when would be a good time to reach you.
Thank You,
[Assigned To+Display Name]
Duplicate Issue
Hi [Submitter+First Name]:
We will be closing this issue as a duplicate issue to ____. We have added a note to the original issue. If you have any further questions, please contact us here at <COMPANY NAME> Support:
Phone: <SUPPORT PHONE>
Email: <SUPPORT EMAIL>
Website: <SUPPORT WEBSITE>
We can reopen the issue for you or create a new issue if needed.
Troubleshoot this issue
Hi [Submitter+First Name]:
Sorry I missed you; I just left you a voicemail regarding your issue. I would like to troubleshoot this issue with you over the phone/remote session if possible.
Please give us a call at [Assigned To+Phone] when you have a chance, or simply reply to this message and let us know when would be a good time to reach you.
Thank You,
[Assigned To+Display Name]
Additional Usage Examples and Ideas
Here are several more ideas we've cooked up:
Meeting Reminders With Links
You can trigger a meeting reminder by combining a Quick Note and Workflow rules.
Quick Note Message
Hi [Submitter+First Name],
This is a reminder that you have an upcoming meeting with us:
Meeting link: [Issue+Meeting Link]
Date: [Issue+Meeting Date]
Time: [Issue+Meeting Time (HH:MM) AM/PM]
Thank you,
The Help Desk
---
Workflow Rules
- Required By or Target Date set to a number of days before the meeting
- When the Required By date passes, the Workflow rule applies this note to the issue
QR Codes
You can use Quick Notes to include a QR code for marketing purposes. Note that generating a QR code is outside the scope of this article.
Hi [Submitter+First Name].
As a token of our appreciation, here is a QR code for a 20% discount on your next order"
(insert QR code here)
Thank you,
[Logged In User+First Name]
Issue Close Notifications
In the event that you want to include messaging to customers when you close their issues, you can include information in your "Issue Close" notification without having to fuss with Custom Messages to do so. In fact, you have more access to issue information by using Quick Notes to accomplish this.
For example, let's say that you have an Issue UDF called "Resolution" that you often (but perhaps not always) want to include in an email to the customer when you close their issue. In this scenario, you would create a Quick Note that contains the [Issue+Resolution] UDF so that you can use it later.
Each time you want to include that UDF on issue close, you would go through the motions of closing the issue as you normally would, but include these steps:
- Enter the information that would normally go in the Resolution Issue UDF.
- In the Note field, click on Quick Notes > Insert.
- Select the Quick Note you made earlier.
- Click Close Issue.
