Who sees which notes
Every note on a job is from the customer, to the customer, or for your team. Here is where each one shows up.
Last updated 2 September 2026
A job collects notes from three directions, and the label on each field tells you which. The rule is simple: a note is named by who wrote it and who can read it. Nothing labelled Internal ever reaches a customer.
From the customer
From the customer on the job card is what they typed when booking ("Anything we should know?"), or what you typed for them at the counter. It shows back to them on their booking page and in their confirmation email, and prints on the job card as Customer notes. Editing it overwrites their words, so tidy rather than rewrite. Their answers to your booking questions sit alongside it under Answers.
To the customer
To the customer is the shop speaking: what the charge covers, what you found, what to do next. It shows on their booking page under From the shop, on the payment receipt email, and on the printed docket under About this service. Underneath the box, the same block lists the stage notes you have already sent, so one place on the card answers what this customer knows. A service can carry a standing default (see building out your service menu) so a diagnostic explains its charging every time, and you can edit it per job.
The stage note is the other way you talk to the customer, and it belongs to one update. Move a job to a new stage, add a note, and it shows on their tracking page and rides the stage email if that stage sends one. You type it with the stage change, because a stage note belongs to that update, and it then appears in the To the customer block with the rest of what they have been told. Some stages insist on a note, because "waiting on parts" with no word on what for helps nobody. See job card setup for which stages email.
For your team
Internal notes sit directly under To the customer, so the two read as a pair: what we told them, what we tell each other. They are a running thread the customer never sees, shown with a lock icon wherever they appear, including the customer's conversation view. Tick On the bike's record to keep one with the bike's history (see bike service history); the customer's own view of that history leaves those out.
Rental, workshop, tour and fitting bookings carry the same two fields on their job cards: From the customer and Internal note. The customer card has its own Internal notes about this customer, for things that are about the person rather than one job.
Bike notes are the one shared field: you and the customer can both edit a bike's notes, and both see them. The label on the bike tab says so.
At a glance
- From the customer: written by them, seen by them and by you.
- To the customer: written by you, seen on their booking page, receipt email and printed docket.
- Stage note: written by you when you move the job, seen on their tracking page and in the stage email, and listed afterwards under To the customer.
- Internal notes and Internal notes about this customer: written by you, seen by your team only.
- Bike notes: written by either of you, seen by both.