09 Internal Note employees only · never visible to provider or customer
🔒 Internal only. Not visible to customer or provider. @mention teammates to loop them in.
OK
Omar K. EXEC 2:18 PM
Customer mentioned they have a dashcam and rear camera footage of the accident. @Sally P. please note this in the case file for the insurance claim later.
SP
Sally P. HR/SR MGR 2:20 PM
Got it. I'll flag the ticket for the insurance intake once complete.
OK
Omar K. EXEC 2:20 PM
Thanks 🙏
SYS
System 2:23 PM
Provider Countyline Heavy Duty assigned · Ramp card issued · $1,066.00 limit
EA
Ezekiel A. MANAGER 2:25 PM
Heads up — Countyline had a late arrival last week on a similar ticket. @Jovie A. keep eyes on ETA, ping me if it slips past 3:15 PM.
SYS
System 2:38 PM
Status changed: Pending Dispatch → En Route by Omar K.
JA
Jovie A. MANAGER 2:54 PM
Provider just called — they're at the scene. Will update ETA for tow to Lamar location shortly.
@ to mention · Enter to post · Shift+Enter for new line

↑ STATE A — Typical ticket conversation. Human posts, threaded replies (indented with left border), system events (grayed, italic, no bubble), collapsed thread ("View thread 2 · last reply 3m ago").

— DISPATCHER TYPES "@" IN COMPOSER —
09 Internal Note mention picker
🔒 Internal only. Not visible to customer or provider. @mention teammates to loop them in.
[ ...existing messages above... ]
↑↓ to select · Enter to insert · Esc to close
On this ticket
EA
Ezekiel A. Manager · Shift 2 · Already on ticket
JA
Jovie A. Manager · Shift 2 · Already on ticket
Online now
SP
Sally P. Sr Manager · HR · Shift 2
DM
Denise M. Manager · Shift 2
All employees
IG
Ian Jay G. Manager · Shift 1 · Offline

↑ STATE B — @ mention dropdown. Smart ranking: "On this ticket" (recent collaborators) first, then "Online now", then "All employees". Shows name, role, shift, status dot (green=online, gray=offline). Highlighted row is keyboard-navigable.