Jamie Danjoint

This has been stated by others, but getting in on this vote:

• We add a private comment to the ticket if there is information about the user or Organisation that the agent should be aware of. We were finding it too easy to miss those notes and detail fields unless it’s within the body of the comment. Seeing the information within the private comment means the agents never miss the info.

Life in Software Support is insanely busy and you're going a million miles an hour. Relying on an Agent to go to the Organization tab to view important details about a client or rely on seeing the slew of tags that get added to the case just isn't feasible.

We store very important information on the org tab (ex: who has permission to request and approve configuration changes to their applications) that is easily overlooked. Please, please, please think outside the box on how we can get this accomplished. 

THANK YOU!