Hi everyone! Just wanted to reiterate that streamlining the relationship between notes and comments is still something we’re actively working on. We understand the current experience is less than ideal, and appreciate everyone’s patience as we work to address this!
In the meantime, comments are already available in help desk (they are just not synced or connected to notes in any way). You should be able to post internal comments by clicking the “Comment” option in the reply editor (the only time you will not see this option is if there is no external communication thread started yet—we know this limitation is another pain point which we want to address). Commenting in help desk contains all the same functionality as commenting in inbox, including our new AI-generated summary feature. We are also in the process of rolling out an updated Slack integration which syncs internal comments across help desk and Slack threads!