Comment Reactions

The Comment Reactions feature lets agents react to comments using emojis instead of replying with short messages like “Thanks”, “Done”, or “👍”. This keeps ticket conversations clean while making collaboration more interactive.

Reactions provide a quick way to acknowledge updates, confirm information, or express feedback without adding unnecessary comments to the ticket timeline.

Enabling Comment Reactions

1. Open Settings from the Helpdesk sidebar.
2. Navigate to the General tab under App Settings.
3. Locate the Enable Comment Reactions option under Ticket Settings.
4. Turn the toggle On.
5. Click Save to apply the changes.

Adding a Reaction

1. Open any ticket.
2. Locate the comment you want to react to.
3. Click the Reaction icon (emoji with a plus sign) below the comment.
4. Select an emoji from the reaction picker.

Your selected reaction is immediately displayed below the comment for everyone with access to the ticket.

Notifications

Whenever another user reacts to one of your comments, Helpdesk automatically creates a notification.

Selecting the notification opens the ticket and scrolls directly to the comment that received the reaction.

Benefits of Comment Reactions

• Acknowledge updates without creating additional comments.
• Reduce unnecessary conversation noise.
• Improve collaboration between support agents.
• Keep ticket timelines clean and easy to read.
• Receive notifications when others react to your comments.

Best Practices

• Use reactions for simple acknowledgements instead of short replies.
• Reserve comments for discussions that require additional context.
• Review notifications regularly to stay updated on team interactions.
• Choose reactions that clearly communicate your intent.