> ## Documentation Index
> Fetch the complete documentation index at: https://docs.neoagent.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Add Client-Facing Note

> Add notes to tickets that are visible to end users

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.

<Info>
  Enabled automatically when you grant the **Client-Facing Notes** permission on your PSA integration (the workflow's **Integrations** tab) — there's no separate toggle in the tool list. The settings below live on that permission group.
</Info>

## 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

<Tip>
  **For Autotask users:** Follow the [ticket contact notifications guide](/integrations/psa/autotask/ticket-contact-notifications) to set up "Ticket Note" mode notifications.
</Tip>

<Tip>
  **For HaloPSA users:** Select the correct **Outcome** in the tool settings to trigger an email to the end user. Without the right outcome, the note will be added to the ticket but no email will be sent. Check your HaloPSA admin settings for the outcome that sends customer emails.

  If the outcome you select is configured in HaloPSA as **Respond Automatically** (for example, "Email User"), Neo also logs the ticket's first response — just as if a technician had clicked that outcome in the HaloPSA UI — so the ticket's response SLA is marked as met. Only the first reply logs a response; later replies on the same ticket leave it unchanged.
</Tip>

## Best Practices

<AccordionGroup>
  <Accordion title="Define your voice">
    Use custom instructions to establish consistent messaging that matches your brand.
  </Accordion>
</AccordionGroup>