Hi Daniel! I think the best way to leave a customer-specific note will be on the customer page.
You could use a Customer Custom Field which would be persistent on the Customer page, but you’d have to have part of your Ticket process be that the Tech will check the customer page first.
Ticket automation can do this, sort of. It would be nice if Syncro added an ‘if customer’ condition. Since there isn’t one, probably the only good option would be to trigger it off an SLA you have assigned to those customers, which should work. Or maybe another condition would work for you, just have to take a look. Ticket Automations
I’d love to see an ‘if customer’ condition! I know I have submitted that as a request so it’s definitely in the pool. The one thing to note about Ticket Automations is that they run every 2 hours.