Once a ticket has been created and is assigned to an agent, it's the agent's job to resolve the support request. To do that, you may need to gather more information from the requester. To communicate with the requester, you add public comments to the ticket. Public comments can be read by anyone who has access to the ticket.
This article includes the following sections:
Each time you add a public comment, the requester is notified via an email message. If the requester responds back to the email notification, their response is added as a public comment to the ticket. All of your communication is captured in the ticket. Public comments can be read by anyone who has access to the ticket, such as other agents in your help desk.
You can also add private comments to tickets. These comments are only visible to other agents, not to the ticket requester or any other end-users that may have been CC'd on the ticket.
A ticket with only internal (private) comments is considered a private ticket - the comment stream defaults to the internal-only comment style. See Creating a private ticket on behalf of a customer for more information on private tickets.
Public comments can be made private, if needed. See Changing a ticket comment from public to private.
To add a comment to a ticket
- Select a ticket.
- To enter a public comment, click Public reply, or to enter a private comment, click Internal note.
- Enter your comment.
- Click Submit to update the ticket.
You cannot delete a comment after it is added to the ticket.
It's also possible to add a note to more than one ticket at a time by bulk updating tickets. See Managing tickets in bulk.
An additional way to manage ticket responses is through the use of macros. With macros, you can streamline your workflow by applying simple, standard responses to requests. Macros can be created from scratch, or they can be based on existing ticket properties. See Using macros to update tickets for more information.
Adding formatting and inline images to comments
If your account has rich text formatting enabled for ticket comments, you can add links, inline images, and formatting such as italics, bolding, or bulleted lists. An administrator must enable this setting. For details, see Enabling formatting options for agents.
When rich text formatting is enabled, formatting options are available at the bottom of the comment field.
To add formatting to your comment
- Click the T at the bottom of the comment field to open the formatting toolbar.
- Select the formatting you want to apply to the text.
Toolbar button Formatting Keyboard shortcuts Increase/decrease heading style
Increase: Ctrl + +⌘ + + (Mac)
Decrease: Ctrl + -
⌘ + - (Mac)
Ctrl + B⌘ + B (Mac)
Ctrl + I⌘ + I (Mac)
Ctrl Shift + 8⌘ + Shift + 8(Mac)
Ctrl + Shift + 7⌘ + Shift + 7 (Mac)
Decrease paragraph indentation
Ctrl + [⌘ + [ (Mac)
Increase paragraph indentation
Ctrl + ]⌘ + ] (Mac)
Ctrl + Shift + 9⌘ + Shift + 9 (Mac)
Ctrl + Shift + 6⌘ + Shift + 6 (Mac)
Ctrl + Shift + 5⌘ + Shift + 5 (Mac)
Ctrl + K⌘ + K (Mac)
Ctrl + Shift + L⌘ + Shift + L (Mac)
To add inline images
- Drag and drop an image from your computer into the comment window, or paste a copied image into the window by right-clicking and selecting Paste or by pressing Ctrl or ⌘ + V.