Module 4 · Tools and channels Lesson 11 of 15
CRM notes the next agent can use
A ticket note is written for whoever reads it next, not for you. The next agent should know the problem, what you did and what is still owed without calling the customer again.
Worked example
"Customer cannot log in; reset password; asked to retry in 5 min" is a note the next shift can act on; "help done" is not.
Your practice task
Rewrite three of your tickets as next-agent notes with the problem, the action and the open step.
Do this before moving on. Reading a solution teaches the shape of it; typing it teaches you.
Key takeaway
A ticket note is written for whoever reads it next, not for you. The next agent should know the problem, what you did and what is still owed without calling the customer again.
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