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Private Notes

Add internal notes to any customer’s profile to track important context — special arrangements, past issues, reminders, or anything your team needs to know. Notes are only ever visible to you and your team; customers never see them, including in the customer portal.
Notes are managed from the Customer Notes section on a customer’s detail page.

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Adding a Note

1

Open a customer

Go to Customers and open the customer you want to add a note to.
2

Find the Customer Notes section

Scroll to Customer Notes. A compact preview of your most recent notes appears near the top of the profile; the full list with add/edit/delete controls is further down.
3

Add a note

Give the note a title and write the content. Both are required.
4

Save

The note appears immediately, newest first, along with a timestamp and your name.

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Editing and Deleting Notes

Each note shows its title, content, creation date, and — if it’s been edited — a separate “Updated” timestamp. Use the edit icon to update a note’s title or content, or the delete option to remove it. Only notes belonging to customers in your own account are accessible — you can’t view or edit notes on another business’s customers.
Deleted notes are soft-deleted rather than permanently erased immediately, but they no longer appear anywhere in the interface once removed.

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Who Can See Notes

You and your team

Any team member with access to the customer can view, add, edit, and delete notes.

Never the customer

Notes are excluded entirely from the customer portal — there is no code path that exposes them to customers.

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FAQ

No. Private notes are staff-only and never rendered anywhere a customer can access.
Yes — there’s no limit. Notes are listed newest first, with the three most recent shown as a compact preview at the top of the profile.
Yes, each note displays the name of the team member who created it.
Not on customer notes. If you need to share files internally on a specific case, use an internal note on a Support Request instead, which supports attachments.

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Next Steps

Support Requests

Use internal notes on tickets for case-specific, attachment-friendly documentation

Customer Health

See other ways PayRequest surfaces context about a customer

Tax Exemptions

Manage customer-specific billing settings