> For the complete documentation index, see [llms.txt](https://docs.sprinthub.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.sprinthub.com/en/topics/general/sac-360/sac-360-initial-settings/sac-360-adding-notes-to-the-ticket.md).

# SAC 360° - Adding Notes to the Ticket

Observations are used to record internal information about a case, allowing the team to share important details without the message being sent to the customer.

{% embed url="<https://youtu.be/8fRMYYt086Q>" %}

***

### How to add an observation

1. Go to the **SAC 360°** through **Menu >** **General > SAC 360°** or use the search field (magnifying glass icon) to locate the feature.
2. Open the desired case.
3. In the message field, select the option **Observation**.
4. Enter the information you want to record.
5. Click on **Send**.

***

### Features available in observations

In addition to text, internal observations allow you to:

* **Mention users** using **@**, notifying the collaborators involved directly.
* **Insert links**, making it easier to share pages, documents, and external information.
* **Attach images**, making it easier to record evidence, screenshots, and supporting materials.

***

{% hint style="danger" %}

### Important

* Observations are visible only to users who have access to the case.
* The customer does not receive or view the recorded observations.
* Mentions made in observations help speed up communication among team members.
* All records are stored in the case history for future reference.
  {% endhint %}

***

### Usage examples

* Record information passed on by another department.
* Request support from a collaborator through a mention.
* Share links to documents, contracts, or processes.
* Add images to document specific situations.
* Inform next steps and agreements made.
* Share important details for the continuity of the case.

Using internal observations contributes to more efficient communication among the team, centralizing important information and keeping the entire case history organized.


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