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Add a case note

Open the case and select the Notes tab. Choose the option to add a note, enter the context your team needs, and save it to the case. Use a specific subject and include the relevant decision, owner, or follow-up date so another staff member can act on it. The internal note form with title, description, optional file attachment, and Add Note action.

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Write notes that are useful later

  • Record what happened and the next action, not only that someone was contacted.
  • Include the source of important information, such as a client call or an uploaded document.
  • Keep confidential client information limited to what the case team needs to handle the work.
  • Create a task or reminder separately when the note requires a time-bound follow-up.

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Visibility

Internal notes are for your team’s case work. Do not use them as a substitute for a client-facing message or a questionnaire comment. Before sharing case information externally, use the appropriate client communication or document-sharing workflow.