Private comments in tickets

When an agent marks a comment as private, the comment is visible only to internal users who have access to the ticket, like the admin, peers, and agents from other departments who have access to the ticket. This enables internal communication and collaboration.

1. The manager adds a private comment asking an agent to prioritize a specific ticket.
   
2. The agent leaves a comment requesting the manager to review the resolution before sending it to the customer.
   
3. The agent documents internal findings and troubleshooting steps that should not be shared with the customer.
   
4. The agent requests input from another department to speed up the resolution.
   

Public comments in tickets

1. Letting the customer know that more time is needed to investigate the issue.
   
2. Informing the customer that their issue has been escalated to another team.
   
3. Sharing relevant documentation or links for self-service.
   
4. Acknowledging the customer’s latest message without restarting the thread.
   
5. Answering a simple follow-up question from the customer.
   
6. Asking the customer for additional information (e.g., screenshots or logs).
   

1. Navigate to the Ticket module.
   
2. Open the ticket in the Ticket Detail view.
   
3. Click Comment or press Shift+C.
   
4. Add the content and click Comment.
   
5. Click on the drop down next to Comment, toggle to make the comment Public. 
   

1. Navigate to the Ticket module.
   
2. Open the ticket in the Ticket Detail view.
   
3. Click More Actions (...) in the comment.
   
4. Click Edit option, make the changes.
   
5. Click Save to enable the edit.
   

1. Navigate to the Ticket module.
   
2. Open the ticket in the Ticket Detail view.
   
3. Click More Actions (...) in the comment.
   
4. Click Delete.
   
5. Confirm by selecting Delete from the pop-up.
   

To pin a comment 

1. Navigate to the Ticket module.
2. Open the ticket in the Ticket Detail view.
3. Click More Actions (...) in the comment.
4. Click Pin.
5. Set the visibility:
1. Visible for all agents 
2. Visible only to me
6. Click Pin.
   

Using snippets in comments 

Snippets are predefined message that allows agents to respond to the queries faster. It helps maintain consistency, tone, and context of the message that is sent to the customers by different agents. Snippets can be used in both public and private comments.

1. Navigate to the Ticket module.
   
2. Open the ticket in the Ticket Detail view.
   
3. Click Comment or press Shift+C.
   
4. Click the Snippets icon.
   
5. Select View all Snippets. 
   
6. Choose a snippet from the My Snippets list or shared snippets (snippets shared with me). 
   
1.   Alternatively, click Add new snippet to create a snippet. 
   
7. To add a new snippet:
   
1. Enter the snippet name.
   
2. Enter the snippet content.
   
3. Toggle Share Snippet and select the agents you want to share the snippet with.
   
4. Click Save.
   
   
   
8. Review the content, then click Comment to post it. 
   

Difference between public comment and ticket reply

While both public comment and reply are visible to the customer, they serve different purposes. 

A reply is used when an agent wants to formally respond to a customer's query and send the response directly to the customer's email. It’s part of the main conversation thread, and is ideal for detailed answers or updates that require the customer's attention.

A public comment is generally used to post quick updates, minor confirmations, or information that the agent wants to share with the customer. 

Viewing comment history

Each time a comment is added to a ticket, key details such as the author name, comment type (private or public), and timestamp are recorded in the ticket's history. Any edits or deletions made to comments by agents or admins are also logged in the ticket history. This ensures complete visibility and accountability for all comment-related actions.

To view comment history:

1. Open the required ticket.
2. Click the History subtab.
   

Also read: 

1. Pinning Comments and Threads in Tickets
2. Adding Mass Comment to Tickets