Conversations
Internal notes and mentions
Coordinate internally in-thread without exposing internal context to customers.
Samdesk execution pattern
Use this checklist for consistent case execution:
- Define owner and expected outcome before taking action.
- Work in fixed sequence: triage -> action -> validation -> follow-up.
- Log key decisions briefly so handoffs and escalations stay clean.
Why
Internal notes keep execution context tied to the customer timeline.
Steps
- Add internal note with
@mention. - State decision point and requested action.
- Link follow-up via ticket or status update.
