James

Let me give you my user story.

• As a helpdesk agent, I want to begin collating information for a communication to be sent to a customer to track an issue that we detected first. I don't yet have all the details to hand, someone else is going to finalise the wording that the customer sees before it is sent, and so only the final wording will be seen by the customer ever when the approver 'opens as New'.

Some information I want to put into internal notes, on the ticket, before it is assigned to the approver. But I might also want to begin drafting the actual reply.