Yes. Cayzu Help Desk allows agents to enter a private reply on a ticket so you can track your progress or discuss the issue with another agent.  A private
reply can be added to a ticket via the "Private Reply" button.

Private replies are NOT emailed to customers/users and are only accessible to agents that are part of your help desk team.  A Private Reply can also
be targeted towards specific agents.  This allows you to more easily collaborate on tickets with specific agents.  

To add an internal reply on a ticket, follow these steps:

1. Log in to your Cayzu help Desk account.

2. Open a ticket .

3. Click on Private Reply.

4. (Optional) Target one or many agents by searching their name in the "Send To" field. Important: specifying agents directly will exclude the "Private Notes" notification settings.

Note: In the above screenshot, agent Igor Boben will get an email regarding the targeted Private Reply and will have a green icon (displayed below)
on his ticket grid letting him know that he's been targeted as well.  

5. Once you've completed your note, Click Send to add the private reply into the ticket's thread.  

Note: If a private reply was targeted towards and agent, they will receive an email with the note as well as a visual queue on their ticket grid:

Want more information on Cayzu Helpdesk, visit: https://www.cayzu.com