Take notes during a session in the Web Technician Console
This article gives guidance to Rescue technicians.
You can take notes during a session and save the notes in the session history.
Before you begin: Make sure to enable the
Display History and Notes option for the technician group in the Admin Center. See
Create a technician group and assign permissions.
Notes enable technicians to document essential details, actions taken, troubleshooting steps, and resolutions during or after each session. These notes are securely attached to the corresponding session in the history. Session notes enhance communication across support teams and improve ongoing customer service by offering valuable context for future support interactions. Learn more at
View session history and notes in the Web Technician Console.
Attention: The following description includes information about generating session notes by AI. Please note that this feature is available as part of the premium AI Assistant add-on.
Article last updated: 8 October, 2025