Herodesk’s Got Your BackSee the release

Internal notes

Free on every plan

Talk to your team, not the customer.

Leave a private note on any conversation to sort something out with a colleague. Notes live in their own editor, sit apart from customer messages, and are never sent to the customer.

The problem

The context lives in chat, not the case

The important half of a tricky case (what the warehouse said, what you already tried, what to watch out for) happens somewhere else entirely.

  • Case context scattered across chat threads and DMs
  • Whoever picks it up next has no idea what happened
  • The genuine fear of typing an internal comment into the reply box
  • New teammates cannot learn from how cases were handled

Why teams love it

The whole story in one place

Notes keep the thinking next to the case, so a conversation can change hands without losing anything.

Hand over without a handover
Whoever opens the conversation next reads what happened, what was tried, and what to do: right there in the thread.
No risk of a wrong send
Notes are written in their own editor, kept visually apart from customer messages, and never sent to the customer.
Stop switching tools mid-case
Ask the question where the case is, instead of in a chat thread that nobody will find again next month.
A record worth keeping
Decisions and reasoning stay attached to the conversation, so you can see later why something was handled the way it was.

What’s inside

Private by design

Everything you need to think out loud on a conversation without the customer ever seeing it.

Its own rich-text editor
Notes get a separate composer from replies, so writing one never means being one click from sending it.
Visually distinct in the thread
Notes are clearly marked apart from customer-facing messages, so the thread reads correctly at a glance.
Never sent to the customer
Internal notes are not deliverable: there is no path by which a note reaches the person you are helping.
@mention a teammate
Mention someone in a note to notify them and pull them straight into the conversation.
Part of the conversation history
Notes sit in the timeline alongside messages, assignments and tags, in the order things happened.
Added automatically by rules
A rule can drop a note onto a conversation, so context arrives with the case rather than after it.

Pricing

Free on every plan

Free, on every plan

Internal notes are part of the shared inbox on every Herodesk plan, including Free.

Included free on every plan, forever.

Get started for free

Customer stories

Read about our customers’ experience with Herodesk

Meet some of the businesses that use Herodesk for their customer service every day.

Pricing

Choose the plan that fits your needs

Alongside a free version with a selection of features, you can choose from three Herodesk plans. Then add a separate AI agent plan to suit your usage. Right now, you can try Pro free for 14 days.

Herodesk Free

For working on your own

$0

Herodesk Basic

Bring your team together

$34per user / month

Herodesk Plus

Spend less time on routine work

$57per user / month

Herodesk Pro

Keep service consistent as you grow

$80per user / month

Internal notes: keep the context with the case

In a shared inbox, the hardest part of a case is often not the reply: it is everything the team worked out to get there. Internal notes let you write that down on the conversation itself: what the supplier said, what you already checked, what the next person should watch for. Notes have their own rich-text editor, are kept visually apart from customer-facing messages, and are never sent to the customer, so there is no way to leak an internal comment into a reply.

Because notes live in the conversation timeline alongside messages, assignments and tags, a case can change hands without a verbal handover. @mention a teammate in a note to notify them and pull them in, or let AI agents add a note automatically so context arrives with the conversation rather than after it.

Internal notes are included on every Herodesk plan, including Free, and used by webshops, B2B companies and SaaS companies across Europe. Herodesk is built and hosted in Scandinavia and 100% GDPR compliant. See pricing for what each plan includes.

Give your team time back

Start your free trial with free VIP onboarding. Meet a product specialist online and get personal help until everything is up and running to your satisfaction.

Ken Primby

Ken Primby

CEO · Pluspige

From a Herodesk customer

4–6

hours saved on cleanup after live sales

“Herodesk brought all our channels together, saved us several hours of manual cleanup after our live sales and gave the team a clear overview.”

Read the customer story