Please excuse, but I’m not quite sure what the question is.
Helpmonks works as such that you receive emails for your shared email-address, e.g. firstname.lastname@example.org in your Helpmonks mailbox. Then you can reply to the customer within Helpmonks or within your email client (to the Helpmonks notification email).
If you want to leave a note to your team or for yourself, you can do that within Helpmonks, too. Just hit the “Note” button (the editor will be yellow).
I hope this helps. We can always jump on a web session to discuss this further or to answer any other questions you might have. To schedule a time, please go to http://meetme.so/helpmonks and select the day and time that works best for you and your team. If you don’t find a time slot that works for you, please contact me, and I’m sure we can arrange something.