Customer note / Account note notifications

Objective

To explain how notifications work when customer or account notes are added in SupportLogic and clarify visibility and control options.

Issue Summary

Some users may notice that they receive an email notification immediately after adding an account note. This can raise questions about whether the behaviour is expected and whether the notification audience can be controlled.

Expected Behavior

• Notification Trigger

  • When a user adds an account note, a notification is triggered only to the person who created the note.

  • Purpose: To help users efficiently track notes they’ve added across accounts. For example, managers can keep track of notes added to multiple accounts they oversee.
    
    

• Visibility of Account Notes

  • Account notes are only visible to users who have access to Account Hub.

  • To view a note, a user must navigate into the specific customer account and open the Notes section.
    
    

• Notification Details

  • The account name is included in the email notification for clarity.

  • Example: The notification email includes the account name so users know which account the note belongs to.
    
    

• Audit Trail

  • All notes added to an account are recorded.

  • Users can view the full history of notes in the Account Notes section of the Account Hub.

Limitations

• Currently, there is no option to disable these notifications.

• Notifications will always be sent to the note creator.

Key Takeaways

• Only the note creator receives notifications.

• Notes are visible only to users with access to the Account Hub.

• Notifications include the account name for easy reference.

• Full note history is always available in the Account Notes section.