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Messages from previous workflow actions can be added to a ticket as a note. Choose a note type and, for internal notes, optionally include a feedback request link.

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How it works

The action takes messages from previous workflow actions, such as analysis results, summaries, or status updates, and prepares them as notes. Choose whether to create an internal, discussion, resolution, or custom note:
  • Internal: Visible only to your technicians — never delivered to the end user
  • Discussion: For collaborative notes
  • Resolution: For documenting solutions
  • Custom: For specific PSA note types you define
For how each PSA separates client-facing notes from internal ones, see End-User Communication. Internal notes include the workflow that created the note, when it was created, and an optional feedback request link. The action then adds the note to the appropriate ticket in your PSA system with the selected visibility settings.

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Setup

Note type: Choose internal (visible only to your technicians, never sent to the end user), discussion (collaborative), resolution (documenting solutions), or custom types from your PSA. Message source: Takes messages from previous actions like Ticket Triage, Smart Actions, or Build Message. Custom formatting (optional): Tell Neo how to format the notes: change language, adjust length, or modify structure.
This action needs a message from an earlier action. It reformats what an earlier action wrote; it cannot write the note text itself. Custom formatting changes the wording of an existing message, so it is not a way to describe a note from scratch.If no earlier action produces a message, the workflow still completes successfully and no note is added. Executions shows the line “No note written: no earlier action produced a message”. Some actions write to the PSA without producing a message - Update Ticket Fields is one - so a workflow such as Find Tickets → Update Ticket Fields → Add Ticket Note writes no note. Add a Build Message action before Add Ticket Note and put the note wording in its instructions.
Feedback requests (optional): Add links asking team members for feedback on automated processes.

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Common use cases

When: After AI actions like Ticket Triage or Customer Sentiment AnalysisThe action records the AI’s findings and decisions as internal notes so team members can see what the AI analyzed and why it made certain decisions.
When: During complex multi-step workflowsThe action adds notes at key stages to document progress and create an audit trail of what automated processes have done.
When: After actions that analyze data or identify patternsThe action records analysis findings as internal documentation for future reference.
When: After successful automated fixes or resolutionsThe action documents what was done to resolve the issue, creating a record of solutions for similar future problems.

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Best practices

Choose the note type that matches its audience. Be careful with note types that might be visible to customers through portals or email notifications. For new automated workflows, enable feedback requests on internal notes to gather input from your team. Use Build Message to format complex information into readable notes. 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”

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Example workflows

  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
  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
  1. Smart Action - 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

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PSA-specific features

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ConnectWise

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

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Autotask

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