Overview

You are seeing tickets in your Kayako Classic instance having notes that were added before the ticket creation date and would like to understand how it is possible to have tickets with backdated notes.

The below example shows a ticket that was created on 28th Sep 2021 but has a note that was added earlier in the year on 17th Feb, which is in the past and was not added on the new ticket by the user:

Solution

This happens when a user adds a note to the organization (ie at the organizational level):

• This note will be visible (to staff users only) on all tickets created under a user account tagged to the organization.
• This means that every time a staff user views a ticket from a user account tagged under the said organization, the note will be displayed on the ticket, even for tickets that have been subsequently created after the note was added to the organization.

However, notes can get obsolete, and need to be edited or deleted from the organization. Deleting or editing a note for an organization requires you to go to the organization's profile in Kayako Classic.

Follow the steps below, from the Editing or Deleting Notes for an Organization article to edit or delete notes from an organization. Additionally, as notes can also be created at a user level, review the Edit or Delete Notes for a User Account article to understand how to manage Notes for a user account.