Internal notes in Retino Returns are used for efficient communication between team members and recording important case information. These notes are only visible to internal users, never to customers.
What are Internal Notes Used For
Internal notes are an invaluable tool for teamwork and documentation when resolving cases. They are ideal for:
Sharing information about communication with customers outside the system (e.g., phone calls)
Passing instructions between colleagues working on the same case
Recording internal procedures and decisions
Storing important details that should not be shared with the customer
Documenting the case resolution process
All internal notes are automatically saved in the case history, where they are chronologically available to all team members.
Creating an Internal Note
To create a new internal note:
Open the case detail
In the communication and actions panel, click the "Note" tab
A text editor will appear in a yellow box (yellow indicates internal communication)
Write the note text
Click the "Save Note" button
Formatting Text
The text editor for internal notes offers various formatting options to make your notes more organized:
Basic text formatting - bold, italic, underline
Headings - different heading levels for structuring longer text
Lists - bulleted and numbered lists
Links - inserting links to websites or other resources
Text alignment - left, right, center
Indentation - increasing/decreasing text indentation
Attaching Files
You can attach files to an internal note that will only be visible to internal users. You can add files in three ways:
Clicking the paperclip icon in the text editor's top bar
Dragging and dropping files directly into the note editor window
Inserting images from the clipboard using the Ctrl+V (or Cmd+V on Mac) keyboard shortcut
Attached files will appear below the note editor. You can remove individual attachments by clicking the trash icon next to each file.
Canned Replies
Similar to customer messages, you can use canned replies for internal notes to work faster with recurring texts:
Click the lightning icon in the editor's top bar
A list of available canned replies will appear
Select the desired reply by clicking it
The text will automatically be inserted into the editor, where you can further edit it
For more information on creating and managing canned replies, visit the Canned Replies article.
Keyboard Shortcuts
For faster work with internal notes, you can use the following keyboard shortcuts:
Ctrl+Enter (or Cmd+Enter on Mac) - saving the note
Esc - canceling the note and closing the editor
Ctrl+B - bold text
Ctrl+I - italic text
Ctrl+U - underlined text
Viewing Internal Notes
All internal notes are saved in the case history and are marked with a yellow color and a pencil icon for easy distinction from customer messages and system messages.
If you want to view only internal notes in the case history:
Go to the History section in the case detail
Click the "Notes" filter at the top of the history
Only internal notes, sorted chronologically from newest to oldest, will be displayed
Tips for Effective Use of Internal Notes
Be concise and to the point - internal notes should contain only relevant information
Use descriptive headings - if the note contains multiple pieces of information, divide them using headings
Structure longer notes - use lists and bullet points for better readability
Highlight important information - use bold text for key information
Provide context - especially if the note refers to previous communication or events
Attach relevant files - documents, screenshots, or other files that help colleagues better understand the situation
Examples of Internal Note Usage
Phone Call Recording
Internal notes are ideal for recording the content of phone calls with customers:
Example: "Today (2025-04-12) at 10:15, I contacted the customer by phone. He confirmed that he sent the goods back yesterday and the package should arrive no later than Friday. He also mentioned that the box might be damaged, but the product itself should be fine."
Case Resolution Process
Notes can document the process of resolving more complex cases:
Example: "After inspecting the product, I found that the defect was caused by improper use (visible signs of dropping). According to our rules, we should only offer a paid repair. I will contact the customer with this proposal."
Instructions for Colleagues
If multiple team members are working on a case, they can use notes to pass instructions to each other:
Example: "Michal, please check the back of the display, where there should be visible signs of overheating if it's a warranty issue. If there are, we can accept the claim as valid. Thanks!"
Frequently Asked Questions
Can customers see internal notes?
No, internal notes are only visible to internal Retino Returns users. Customers have no access to them under any circumstances.
How do I know that colleagues have added a new internal note?
New internal notes appear in the case history. If you have enabled activity notifications for cases, you will also receive notifications about new internal notes.
Can I edit or delete an already saved internal note?
No, once an internal note is saved, it cannot be edited or deleted. If you need to correct information in the note, create a new note with the clarification.
Are internal notes included in the case export to PDF?
Yes, all internal notes are included in the case export to PDF and are clearly marked as internal in the export.