When ChangeGear tickets are assigned to you, be sure to keep notes diligently in the Internal Notes section. Information in Internal Notes helps ensure visibility for IT, especially when you’re reassigning a ticket to another team. Be sure to specify the reason in Internal Notes before you requeue the ticket.

Internal Notes will also be important when we launch the Knowledge Base because ChangeGear will use this information to develop new articles, as well as using completed tickets as a resource for solving similar new tickets.