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Add Ticket Note

This action adds notes to tickets in your PSA system. Use it to document what automated workflows have done, record important information, or communicate with your team about ticket progress.

Why is it useful?

This action is essential for keeping detailed records of automated processes, tracking workflow progress, and ensuring all team members can see what's been done on each ticket. It helps maintain comprehensive documentation without manual effort.

What It Does​

Adds Documentation: Records notes directly on tickets in your PSA system

Supports Different Note Types: Can create internal notes, discussion notes, resolution notes, or custom note types

Tracks Workflow Activity: Automatically includes information about which workflow created the note

Requests Feedback: Can optionally ask for feedback on automated processes

Works with Time Entries: If you provide time entry information, it will add the note to the related ticket

Handles Multiple Notes: Can add several notes at once to different tickets

How It Works​

Step 1: Collect Information​

The action takes messages from previous workflow actions (like analysis results, summaries, or status updates) and prepares them as notes.

Step 2: Choose Note Type​

Based on your settings, it determines what type of note to create:

  • Internal: For team use only
  • Discussion: For collaborative notes
  • Resolution: For documenting solutions
  • Custom: For specific PSA note types you define

Step 3: Add Context​

For internal notes, it automatically includes:

  • Which workflow created the note
  • When it was created
  • Optional feedback request link

Step 4: Create the Note​

The action adds the note to the appropriate ticket in your PSA system with the correct visibility settings.

Configuration Options​

Note Type​

Choose what kind of note to create:

  • Internal: Only your team can see these notes
  • Discussion: Collaborative notes for team communication
  • Resolution: Documentation of how issues were resolved
  • Custom: Use specific note types from your PSA system

Message Source​

Internal Messages: Takes messages from previous actions like Ticket Triage, L1 Engineer, or Build Message

Feedback Options​

Request Feedback: For internal notes, you can add a link asking team members to provide feedback on the automated process

Custom Instructions​

Use Custom Instructions: Enable custom formatting and styling for your notes Custom Instructions: Tell Neo exactly how to format, style, or present the note content

You can use custom instructions to:

  • Change the language (e.g., "Write the note in French")
  • Adjust the length or detail level
  • Focus on specific aspects
  • Change the structure or format

Autotask Advanced Options​

Custom Note Type: Specify exact Autotask note type names Publish Settings: Control who can see the notes in Autotask

What You'll Get​

After the action runs, you'll see:

  • Event History: Confirmation that notes were added successfully
  • Note Content: Record of what was documented on each ticket

Common Use Cases​

Document Smart Actions​

When: After AI actions like Ticket Triage or Customer Sentiment Analysis What it does: Records the AI's findings and decisions as internal notes Result: Team members can see what the AI analyzed and why it made certain decisions

Track Workflow Progress​

When: During complex multi-step workflows What it does: Adds notes at key stages to document progress Result: Clear audit trail of what automated processes have done

Log Analysis Results​

When: After actions that analyze data or identify patterns What it does: Records the analysis findings as internal documentation Result: Important insights are preserved for future reference

Create Resolution Records​

When: After successful automated fixes or resolutions What it does: Documents what was done to resolve the issue Result: Knowledge base of solutions for similar future problems

Best Practices​

Choose the Right Note Type:

  • Use Internal for team-only information
  • Use Discussion for collaborative notes
  • Use Resolution for documenting solutions
  • Use Custom for specific PSA note types

Enable Feedback for New Processes: When setting up new automated workflows, enable feedback requests on internal notes to gather input from your team.

Keep Notes Relevant: Make sure the messages from previous actions are clear and useful. Use Build Message to format complex information into readable notes.

Use Consistent Documentation: Develop a standard approach for how your automated workflows document their activities.

Monitor Note Creation: Check the Event History to ensure notes are being added successfully and troubleshoot any issues.

Consider Note Visibility: Be careful about which note types you choose, especially if they might be visible to customers through portals or email notifications.

Customize for Your Audience: Use custom instructions to tailor notes for different situations:

  • Different Languages: "Write the note in Spanish" for multilingual teams
  • Brief Updates: "Keep it under 100 words and focus on key points"
  • Detailed Analysis: "Provide a detailed breakdown with bullet points"
  • Professional Tone: "Use formal business language for executive summaries"

Example Workflows​

AI Analysis Documentation​

  1. Ticket Triage - Analyzes new tickets and sets priority/category
  2. Add Ticket Note - Documents the analysis results as an internal note
  3. Result: Team can see why the AI made specific categorization decisions

Quality Assurance Tracking​

  1. Ticket QA - Reviews completed tickets and assigns quality scores
  2. Add Ticket Note - Records the QA score and feedback as an internal note
  3. Result: Quality metrics are preserved on each ticket for review

Workflow Progress Logging​

  1. L1 Engineer - Attempts to resolve an issue automatically
  2. Add Ticket Note - Documents what was tried and the results
  3. Result: Clear record of automated resolution attempts for technician follow-up

Multilingual Documentation​

  1. Ticket Triage - Analyzes a ticket from a French-speaking client
  2. Add Ticket Note - Uses custom instructions "Write the note in French" to document findings
  3. Result: Internal documentation matches client's language for better team communication

PSA-Specific Features​

ConnectWise​

  • Supports all standard ConnectWise note types
  • Integrates with ConnectWise's note visibility settings
  • Works with ConnectWise workflow context

Autotask​

  • Supports custom Autotask note types
  • Allows specific publish settings control
  • Works with Autotask's note categorization system

The action automatically handles the technical details of note creation, so you just need to focus on what information should be documented and how it should be categorized.