Notes on a Ticket, and What the Resident Can See
Notes are internal by default. How sharing works, and why it is per note.
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Notes on a ticket are internal by default. A resident sees nothing you write unless you deliberately share it.
Sharing a note
When you add a note there is a control to share it with the resident. Leave it off and the note is visible only to staff, board members and managers of that building. Turn it on and that single note appears to the resident who raised the ticket, in their app.
Sharing is per note, not per ticket
Sharing one note does not open the rest of the thread. A resident reading their ticket sees their own messages and the notes staff have chosen to share, and nothing else.
Treat it as sending, not filing
A shared note may already have been read and may have generated an alert, so sharing cannot be undone from the resident memory of it.
If you are not certain whether something should be visible, leave it internal and say it in a shared note in your own words. That is always safe; the reverse is not.