Customer support · Taskending editorial team
Internal notes versus customer-facing replies
A request can contain both team discussion and customer correspondence. Visibility determines who may read each message.
Updated: · 1 min read
How to apply it
Before posting in Taskending, check whether the comment is an internal note or a customer-facing reply. Keep technical investigation, internal assignments and private evaluation in notes. Give customers the outcome they need in understandable language.
A concrete example
An internal note might say “The parameter conversion causes the error; Ayşe is reviewing the fix.” The customer reply might say “We confirmed the date-range problem and will share the result after verification.” Different readers need different detail.
What to watch for
Recheck visibility when copying notes to another request. Publishing all imported comments can break historical access boundaries. Check the selected message type again after writing.
How to check the outcome
Verify the saved message type. A customer account should not see internal notes, while the public reply should belong to the correct request.
Try it in your own workflow.
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