Re: Careful of what you write
There were two notes fields, one for the customer to view, and one for the technicians.
Never ever assume that anything you write won't make it back to the customer. The software our support desk uses has a 'private notes' field. Our staff have been told in no uncertain terms not to put anything in there you wouldn't want the cutomser to see.
"Why", you ask? ther are any number of ways those notes can "go wild" - from a copy/paste mistake, to a customer visiting the office.
The one that got me a number of years ago was the way that an email chain, which starts of as being very "internal" to an organisation, can get replied to and forwarded until it hits some numpty in the sales department who then just CC's in the customer contact without trimming the email first...