Ticket Notes help the technicians get an overview of the happenings and highlights of the ticket. They play a significant role in delivering excellent customer service. The ticket Notes include key information like troubleshooting steps carried out, the user's convenient time, the next plan of action, etc. Ticket Notes are most needed at the time of ticket handoff to the next technician in the same or another department.

The ticket Notes should have all the details needed for the next technician to proceed further without any hassles, details in the ticket should be like the user directly narrating the issue. 

Often Notes are used as a medium of communication between technicians, you can leave a Note for yourself or for your teammates. At times Notes can also be used to pass on messages to customers (through Public or Private Notes feature).

ServiceDesk Plus build 11106, has included a new enhancement that Allows adding images in Notes. (Feature id: SDF-37014 for reference). This was one of the most anticipated feature in Notes for a long time.  

Other Notes related enhancements released with 10.0 Build of ServiceDesk Plus.

# SDF - 46873: Under Conversations, you can now sort the request notifications and Notes, together or individually, based at the earliest or recent time of creation.

# SDF - 69055: Perform custom trigger actions using the V3 API (Notes API for Requests)