Add a Pro Internal Note That the Customer Cannot See

This guide shows Internal note, plan requirement, who can view it, assignment notification behavior, and how to verify it is absent from the customer portal.

Where this fits in QC Support Ticket

The Agent Queue is a frontend support workspace, not a shortcut around permissions. Every ticket action is checked against the Agent’s active QCST record and Department scope on the server, including assignment, replies, status/priority changes, attachments, bulk actions, and advanced ticket operations.

Primary location: QC Support Ticket frontend Agent Queue.

Before you begin

  • Confirm the site currently has Pro / Max / All Access effective access before expecting the controls described here. A preserved configuration may still exist after downgrade even when the feature is locked.
  • Use a normal Frontend Agent account for verification. Testing only as Joomla Super User can hide Department-scope or menu-access problems.

How to do it

  1. Open the ticket and choose Internal note as the message type. This is a Pro feature.
  2. Write staff-only context; do not put a customer-facing answer here by mistake.
  3. Submit the note.
  4. Confirm the note is visible to authorized staff in the Agent ticket timeline but absent from the customer Support Portal/guest view.
  5. Review any configured staff/assignment notification behavior if the note was intended to alert another Agent.

Verify the result

  • The test Agent can open the Agent Queue and see allowed-Department tickets.
  • The same Agent is denied or does not receive tickets outside the configured Department scope.

Internal Notes are not delayed public replies

Use an Internal Note for staff-only investigation, handoff, diagnostic details or sensitive operational context that the requester should not receive. Before posting, confirm the composer is in the Internal Note mode rather than the public-reply mode. After posting, verify the note is visible to authorized staff and absent from the customer Support Portal.

Community Discussion

For practical QC Support Ticket workflows and discussion with other Joomla site owners, visit the QC Support Ticket Community. For private support, bug reports, account-specific issues, or feature requests, use the QuantaCade support system.