> ## 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 Internal Note

> Add notes to tickets that are visible only to MSP technicians

The Add Internal Note tool lets Neo Agent add internal notes to a ticket. These notes are visible only to your MSP technicians — they are never delivered to the end user — so they're the right place to record troubleshooting steps, triage findings, internal context, and hand-off details.

<Info>
  Enabled automatically when you grant the **Ticket Notes** permission on your PSA integration (the workflow's **Integrations** tab) — there's no separate toggle in the tool list. On Autotask, the optional note-type settings below live on that permission group.
</Info>

## What It Does

When enabled, the agent can:

* Record investigation and troubleshooting steps for the next technician
* Capture triage findings and recommended next steps
* Note intended-but-blocked actions (for example, during test mode)
* Keep a consistent, agent-attributed internal audit trail

The note body is automatically prefixed with the agent's identity (`Agent: [id] name`) so your team can tell Neo's notes apart from technician and contact activity, and the tool returns the created note's ID and a link to it in the PSA.

## Autotask note type & publish

On Autotask you can pin a dedicated **Note Type** and **Publish** value for Neo's internal notes, on the **Ticket Notes** permission group. This lets your Autotask workflow rules recognise Neo's notes distinctly from real technician or contact activity. Publish is constrained to internal-only values, so these notes never become client-facing.

## Best Practices

* Use internal notes to leave a durable record of what the agent found and did, especially when a follow-up action was blocked or deferred.
* For anything the end user should see, use [Add Client-Facing Note](/agents/tools/communication/add-client-facing-note) instead — internal notes are never delivered to the customer.
* If you need Neo's internal notes tagged with a specific Autotask note type for your workflow rules, configure the note type on the Ticket Notes permission group.