Comments

The Comments feature allows support agents to communicate internally within a ticket. Comments are visible only to agents and are intended for discussions, updates, and collaboration without notifying the customer.

Agents can use comments to share information, request assistance, document progress, and keep everyone working on a ticket informed.

Key Features

• Internal Communication — Collaborate with other agents without sending messages to customers.
• User Mentions — Mention teammates using @username to notify them about updates or request assistance.
• Ticket Notes — Record troubleshooting steps, investigation details, decisions, and important milestones.

Adding a Comment

Comments can be added directly from the Ticket page.

1. Open the required ticket.
2. Click the Comment button at the bottom of the page.
3. Enter your comment.
4. To notify another agent, type @ followed by their username and select them from the suggestion list.
5. Click Submit.

Using Mentions

Mentions help bring specific agents into a conversation without assigning the ticket.

Simply type @ followed by a user’s name. A list of matching users appears automatically, allowing you to quickly select the correct person.

Mentioned users receive a notification, making it easier to collaborate on complex issues.

Why Use Comments?

• Discuss technical issues internally.
• Share investigation progress with teammates.
• Request input from specialists.
• Record important decisions and action items.
• Maintain a complete internal audit trail for each ticket.

Best Practices

• Use comments only for internal discussions.
• Mention the appropriate agent instead of creating duplicate comments.
• Keep comments concise and focused on the ticket.
• Document important troubleshooting steps for future reference.
• Avoid sharing sensitive information unless necessary.