Private Notes

Add private notes to tickets that only your agents and admins can see.

Wanna add a note to yourself? Do you need to transfer a ticket to a colleague and want to give him/her some background on the issue?

With the Private Notes addon you are able to add as many notes as you want to a ticket, and the client will never see them. Private notes can only be seen by you or a fellow support staff.

Type anything you want into a private note  – text, code, quotes… The note will then be added to the ticket and will be displayed in a different color for you to see it immediately.

Once the add-on is installed, a new button ADD NOTE will appear in your admin bar when you are editing a ticket.

Clicking this button will trigger a full-screen focused popup with a visual editor:

Notes appear in-line with the ticket replies – exactly in the historical order in which they were created.  This makes it must easier to associate a note with one or more prior replies.

But that’s not all.  We have some features that power users are going to love!

Power User Features

Alert other agents when a note is added to a ticket:

Add Attachments To A Private Note:

Allow Notes To Be Deleted With or Without An Audit Trail:

Allow Private Notes To Be Searched When Searching For Tickets:

Purchase options

  • Billed once per year until cancelled

  • Billed once per year until cancelled

  • Billed once per year until cancelled

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Basic System Requirements

  • WordPress Version 4.9 or later
  • Awesome Support Version 5.8.0 or later
  • PHP 7.1 (7.3 or later recommended)

Additional Requirements

There are no additional requirements for this item.


Documentation coming soon

Purchase options

  • Billed once per year until cancelled

  • Billed once per year until cancelled

  • Billed once per year until cancelled

Add to Cart


Recurring Subscription Notification

The pricing for this (and most other add-ons) is set as a subscription by default. However, you are free to cancel the recurring subscription at any time – you will still be entitled to the one year of free updates and support from the time of your last payment. The software will generally continue to work without additional payments. However, you should be aware that, as with all software, a future update of any of WordPress / Awesome Support Free Core could include a breaking change. At that time, if you are not on a subscription plan, you will need to purchase a new license to obtain the compatibility updates necessary for the product to continue to work.

To cancel your subscription:

  • Credit card or stripe users- just go to your MY ACCOUNT page on our website.
  • Paypal users - cancel from directly inside your Paypal account.

This notice does not apply to service products such as custom programming or to free plugins.

Related Articles and Videos


Version 3.5.1

  • Fix: Encode special symbols issue.
  • Fix: Private note email send to both of old Agent and new Agent
  • Feature: Define new Agent and Old Agent data when the transfer happens. The replacement is:
  • Fix: Triggering emails issue fixed
  • Feature: Private note setting where the admin can choose whether the private note when transferring goes to the old or new or both agents.
  • Fix: Fixed the agent name is shown twice for 2 roles.

Version 3.2

  • Tweak: Now agents will receive Private notes notifications when they are assigned the fist time.

Version 3.1.1

  • Fix: Ajax error when trying to close the lightbox and drag-and-drop attachments is turned off.

Version 3.1.0

  • New: Use a full-screen light-box for notes instead of thick-box.
  • Fix: Using drag-and-drop uploads could sometimes leave temp folders around if the user did not save the note

Version 3.0.0

  • New: Allow attachments to be added to notes
  • New: Send alerts to other agents
  • New: Allow private notes to be deleted

Version 2.1.0

  • New: Allow search of private notes in core Awesome Support (Requires Awesome Support 5.2.0 or later)
  • Tweak: Change the way an array of roles worked to account for how the User Role Editor plugin modifies it. This now requires Awesome Support 5.2.0 or later.
  • Tweak: Internal change to call notification class when a note is added.

Version 2.0.0

  • New: Uses the new extension base class that was introduced in Awesome Support version 5.0

Version 1.3.0

Version 0.1.2

  • Updates: Clean up translation catalog, textdomains and add to
  • Fix: Force use of HTTPS when FORCE_SSL_ADMIN is set to true

Version 0.1.1

  • Fix activation error

Version 0.1.0

  • First release