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Support notes is a shared log of what staff notice about students, such as wellbeing concerns, observations, and teacher consultations. Each note is about one student and moves from Open to Monitoring to Closed. Behaviour incidents have their own page. See Behaviour.
Support notes is a feature your organization must turn on. What you can do comes from the Support notes permission of your Education role. By default, Teachers and Support coordinators can view, create, and edit notes, and Staff and Admissions can only view them. Teachers only see notes for students in their assigned classes. To edit a note you also need to be its author, an assignee, or school leadership (owners, admins, and members with the Academic admin Education role). Only the author and school leadership can delete it.

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Write a note

1

Open the editor

In the left rail, click Wellbeing, then Support notes, and click New note. Click the arrow next to it to start from a template. You can also click Add note on a student’s Support Notes tab.
2

Apply a template (optional)

Click Apply template and pick one. A Text template fills in the title and body. A Form template shows questions to answer, plus an optional Additional notes box. Both can prefill the note’s properties. Choose No template to remove it.
3

Write the note

Add a title and write the note. The toolbar formats your text.
4

Set the details

In the side panel, choose the Student and When it happened. Then set the Status, Assignees, Severity (None, Low, Moderate, High, or Critical), Labels, Subscribers, Visibility, and any Attachments.
5

Save

Click Save note.
The student picker lists students enrolled in the academic year selected in the sidebar. Your unsaved note is kept as a draft, and Draft saved shows in the top bar. To leave, click the close button or press Esc.

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Visibility

Assignees always see the note and are told when you assign them. Your school sets the default visibility. See Wellbeing settings. Only the person who wrote a note can make it Only me.
When a note is saved at or above a severity your school alerts on, the people it chose are notified. Until alerts are set up, Critical notes notify the school’s owners and admins. These alerts can’t be turned off in personal notification settings.

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Find notes

The Support notes page lists the notes you can see in a table with Note, Student, Status, Severity, Labels, Assignees, and Date columns.
  • Search by student or note text.
  • Click Filter to filter by Status, Severity, Assignee (including Me), Template, Student, or a label group.
  • Click All, Open, Monitoring, or Closed in the status row to filter by status.
Click a row to open the note in a side panel. Change its properties right there, or use ↑ and ↓ to step through the list. Hover over a student’s name to see their class, student number, and guardian. Each student’s profile also has a Support Notes tab showing only their notes. See Students.

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Class at the time

Each note keeps the class the student was in when it happened. When you hover over the student’s name in the list, you see that class, not the student’s current one. A class’s Support Notes tab lists notes from the time the student was in that class, even after they move up. If you correct a note’s date, its class updates to match. To bring in past notes from a spreadsheet or download them as CSV, see Import and export.

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Work a note

  • Move to Monitoring — keep watching an open note.
  • Close note — close it when nothing more is needed. Reopen sets a closed note back to Open.
  • Edit — reopen the note in the editor.
  • Follow-up tasks — see the tasks linked to the note.
  • Delete — remove the note and its attachments. This can’t be undone.
Below the note, a short log records status changes, assignments, and edits.

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Comments

Use the Comments thread to discuss a note with colleagues. Type @ to mention someone. You can only mention staff who can already see the note, and they get a notification.

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Raise a case

If your organization uses Cases, click Raise a case on a note to open a case for the student, or Add to existing case… to link it to one of the student’s open cases.
Notes created before the redesign keep their original details. They show in a read-only Recorded details block when you edit them.