How to add an internal note in Freshworks

Freshworks steptypes are platform-agnostic. They can be used in both Freshdesk and Freshchat.

This helps to keep your flows streamlined and manageable, avoiding the need for two sets of flows for the two support experiences.

Internal notes are great for keeping track with what's already happened on a ticket, what needs to happen next, or for escalating tickets. Rather than have your team write them out each time, use the Freshworks: Add Internal Note steptype to create them automatically. 

Title

The title appears up top in Sidekick when your team reaches this step in the flow. Use this field to quickly summarize the internal note being posted. 

Automatically run when step launched?

Check this box to add the internal note to the ticket immediately once this step is reached, without giving your team a chance to edit the note in Sidekick first.

Freshchat Internal Notes Channel

Use this field to select the correct channel for this newly created internal note. This field is mandatory.

Default Note Text

Type the message template you wish to be added as an internal note here. You can have any rich text you like here and pull in variables from other FlowEQ-connected systems as variables by clicking the ➕ button.