Why are internal notes being used

Internal notes are used whenever an agent needs to take a note that the end-user is not meant to see. 

For example, an internal note may have technical troubleshooting details or may contain some back-and-forth with another resource internally that is not customer-facing. 

I've also seen internal notes used as just that, a place to take notes. These are often stream-of-consciousness style notes that help the agent track what they've done so far. 

@aaron11 So could that be for a single conversation, a set of conversations? or it is usually for a complete conversation?

My team uses internal notes for a few different scenarios. 

1. Transferring tickets from one team to another: Adding any notes about the ticket/situation and why it's being transferred. 
2. Training Opportunities: Supervisors, Trainers and agents with more experience can help coach less experienced reps on how to handle a ticket or what can be improved on for the future. 
3. Personal Notes: Some reps use internal notes to add any notes about the situation that could be helpful if/when the customer responds. This comes in handy if it's a long thread and you want to give yourself notes so you don't need to read everything over again next time. 

@mj76 Any and all of the above. Nickolas's response is pretty on point.

Hi all,

Infinite Hooray ApS developed an app that improves working with Internal Note.

7-days free trail - maybe worth for you to take a look.

https://www.zendesk.com/marketplace/apps/support/1081069/noteflow/

All the best,

Joern