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:
Public comments can be read by anyone who has access to the ticket, including anyone copied on the ticket. When you add a public comment, the requester is notified via an email message (unless the notification trigger is disabled). If the requester responds back to the email notification or comments in the ticket, their response is added as a public comment to the ticket. All of your communication is captured in the ticket.
Private comments, also known as internal notes, are only visible to agents, not to the ticket requester or any other end-users who might be copied on the ticket. A ticket with only private comments is considered a private ticket. Public comments can be made internal-only, if needed (see Changing a ticket comment from public to private).
Adding a public or private comment to a ticket
You can add public or private (internal) comment to a ticket.
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.
If you choose Internal note, see About adding attachments to private comments for information about how the attachment will be handled in the subsequent email notification.
- 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 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.
Adding formatting to ticket comments
You can use the rich text formatting toolbar to apply standard formatting to a ticket comment. Rich text formatting must be enabled (see Enabling formatting options for agents).
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)
Adding inline images to a ticket comments
You can add inline images to a ticket comment. Rich text formatting must be enabled (see Enabling formatting options for agents).
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.
Adding tables to ticket comments
Although you cannot add tables to your comments using the rich text editor options, you can incorporate tables in two ways:
- Installing and using the Tables app.
- Copying and pasting a table from another editor, such as Excel or Google Sheets.
Note: Pasting tables offers limited functionality. Agents cannot add more columns or rows and they cannot start a table from scratch. These features may be considered for the future.