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.

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.

During an active session, select the History & notes tab on the left.
The History & notes tab has two sections: Notes and History.
Result: A list of past sessions with the current in-session device is displayed on the History section.
Select Add Notes to create a new note for the current session.
Result: The Add notes panel is displayed on the right.
Select Save notes to keep track of important details.
You can Edit and Copy the notes of the current session.

Article last updated: 7 August, 2025

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