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The Add Client-Facing Note tool allows Neo Agent to add notes to tickets that end users can see. Your PSA may deliver these notes as emails to the ticket contact.

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What It Does

When enabled, the agent can:
  • Add external notes visible to end users
  • Communicate resolution updates
  • Request additional information from users
  • Acknowledge ticket receipt
For Autotask users: Follow the ticket contact notifications guide to set up “Ticket Note” mode notifications.

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Best Practices

Use custom instructions to establish consistent messaging that matches your brand.