---
title: "Reading & Writing Notes"
slug: "read-and-write-notes"
tags: ["Spaces"]
updated: 2026-05-26T11:20:22Z
published: 2026-05-26T11:20:22Z
canonical: "documentation.sysaid.com/read-and-write-notes"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://documentation.sysaid.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Reading & Writing Notes

Agents and Request Users use notes in the Journey to log Service Record activity and leave comments for other users.

> [!NOTE]
> Requirements:
> 
> Agents and Request Users (access per Service Record)

This document provides an overview of how to manage service record notes (Notes) in SysAid, including the ability to:

- [View Notes](/spaces/docs/read-and-write-notes#view-notes)
- [Write Notes](/spaces/docs/read-and-write-notes#write-notes)
- [Edit Notes](/spaces/docs/read-and-write-notes#edit-notes)
- [Delete Notes](/spaces/docs/read-and-write-notes#delete-notes)

## View notes

![](https://cdn.document360.io/52d3cb6c-cc81-43c2-b6f7-cbabcb449271/Images/Documentation/Note in Journey(1).png?sv=2026-02-06&spr=https&st=2026-10-17T02%3A13%3A09Z&se=2026-10-17T03%3A13%3A09Z&sr=c&sp=r&sig=6WhCsCmCLo49JwTKdMZryt6UCU17eDxS0itMSPaPjvc%3D)

Agents and Request Users can view notes and read their content inline in the Journey tab, in all [Journey Modes](/spaces/docs/journey).

Notes can be viewed in four of the Journey Modes:

- Highlights (displays the most recent version of Notes)
- Full Journey (displays all note updates)
- Audit Log
- Activities

## Write notes

Agents and Request Users (with permissions granted by the Admin) can write Notes (no longer than 5,000 characters) from the Journey and Self-Service Portal.

> [!NOTE]
> Please note:
> 
> Notes do not support emojis. You will not be able to save a note if it includes emojis.

### From the Journey

![](https://cdn.document360.io/52d3cb6c-cc81-43c2-b6f7-cbabcb449271/Images/Documentation/Screenshot%202024-01-01%20102035.png?sv=2026-02-06&spr=https&st=2026-10-17T02%3A13%3A09Z&se=2026-10-17T03%3A13%3A09Z&sr=c&sp=r&sig=6WhCsCmCLo49JwTKdMZryt6UCU17eDxS0itMSPaPjvc%3D)

To write a note in the Journey, open the Rich Text Editor from either the:

- Service Record **Toolbar**
- **Next action line** (below the Journey’s minimized Rich Text Editor)

### From the Self-Service Portal

![](https://cdn.document360.io/52d3cb6c-cc81-43c2-b6f7-cbabcb449271/Images/Documentation/image-1704097398021.png?sv=2026-02-06&spr=https&st=2026-10-17T02%3A13%3A09Z&se=2026-10-17T03%3A13%3A09Z&sr=c&sp=r&sig=6WhCsCmCLo49JwTKdMZryt6UCU17eDxS0itMSPaPjvc%3D)

Write a Note from the Self-Service Portal

To write a note from the Self-Service Portal, open a service record inside the portal and click **Add a Note** to the service record directly.

## Share notes

Sharing notes:

- Notes are internal by default unless their author enables the **Share with Request User** toggle
- Agents with Service Record Edit permissions (or Super Admins) can create or edit notes
- Only Super Admins can edit the notes of other Admins
- Agents can grant Request Users note visibility by turning on the **Share with Request User** toggle
- Notes shared with the Request User can’t be changed to **Internal**

## Edit notes

To edit a note, hover over its text and click on the three dots, followed by the pencil icon.

## Delete notes

SysAdmins, Agents (per Service Record), and Request Users (per permissions) can delete a note by hovering over its text and clicking on the three dots, followed by the trash icon.

Once a note is deleted:

- It’s removed from the Self-Service Portal
- The deletion event is visible in both the Full Journey and the Audit Log
- The notification recipients are notified about the deletion