Internal discussions let your team collaborate on a support thread over email or Slack without sending those side conversations to the customer. Use them when.
Plan access: Support Suite requires Scale or Enterprise, an active trial, or access explicitly enabled for your workspace.
Internal discussions let teammates coordinate on a support thread without sending those messages to the customer.
- Open a thread in the Support inbox.
- Switch to the internal discussion or note composer.
- Write the teammate-only message.
- Mention or assign the teammate when the available controls support it.
- Send the internal message.
- Return to the customer reply composer before answering the customer.
Check the composer mode every time. Internal notes can include operational context, but should still avoid secrets or unnecessary personal data.