Manage private marketing requests with Internal tickets

Use an Internal ticket for staff work

Use an Internal ticket for a campaign brief, content request, creative review or another task raised by a staff member. The authenticated staff user is the requester. The record belongs to an accessible Department and uses the existing assignment, priority and status controls.

Choose the type at creation: Internal and External are immutable. There is no conversion between them, and no merge involving an Internal ticket. If work needs a customer conversation, use the external support workflow with its requester and transport instead.

An internal note on an external ticket is a different feature. It adds private context to a customer's case. An Internal ticket is a separate staff request with its own private discussion and editable authored messages.

Create a useful campaign brief

1. Choose the Internal creation mode in Tickets.
2. Select an enabled Department you are permitted to access.
3. Enter a subject that names the requested outcome.
4. Write the initial brief and attach safe supporting files where appropriate.
5. Submit once, then review the resulting private conversation, assignment and status.

For an onboarding campaign, an illustrative brief could identify the audience, the guide being announced, required email and SMS versions, the call to action and the review owner. Put actual delivery or review dates in the brief when useful; this does not imply that the Internal ticket automatically creates a publishing schedule.

Internal numbers use the INT- prefix with the tenant's existing numeric sequence and padding. The form does not attach a customer Contact, Account, requester email, CC participants or external transport. Department defaults govern the initial status and priority behavior.

Discuss the work and edit your own messages

Post private messages through the Internal ticket's discussion controls. The current version supports up to 16,000 text characters; an attachment-only message is allowed when it contains valid files. Authors can edit their own messages using the current revision. Another staff member's message is not editable simply because you share the Department.

Edited messages carry an edited marker. There is no message-delete or revision-history interface in this version. If a simultaneous edit causes a conflict, load the latest message and review your changes before submitting again. The generic Chat composer is not the write path for managed Ticket discussions.

Closed or resolved discussions are read-only. Explicitly reopen the ticket before posting or editing. A pending discussion operation must settle before closing, resolving or moving Department, so an unfinished update is not overtaken by a lifecycle change.

Keep files and access current

New attachments must pass the ordinary upload authorization and safety checks. When editing a message, retain the files that still belong to it, add validated uploads and remove unwanted references. A removed attachment is no longer downloadable from that message.

Download access is checked against current Department permission and current message revision. An older link can stop working after an edit even when it was originally valid. Ask for the current authorized attachment rather than forwarding a stale link. See file access and safety for the broader workflow.

Creating the request does not grant permanent access. If you leave the owning Department or lose the relevant permission, you can lose access to your earlier Internal ticket. Moves and assignment continue to follow live staff authorization.

Track completion and hand work to publishing

Use ticket-type filters in worklists or Kanban boards to keep private marketing tasks visible. Internal tickets do not run customer routing automation or SLA clocks, including after reopening or a Department move. There are no public replies, email originals, portal invitations or customer portal access.

If a message operation is pending after a timeout, inspect the existing request before resubmitting. Keep the retained draft until the system establishes the result; a background recovery process cannot reconstruct unsent text from a ticket record.

When the brief is ready, use Publishing, post review and the mailing-list guides for the actual content workflow. AI help depends on configured agents and permitted tools. The existence of an Internal ticket does not automatically authorize publication or external sending.