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The comment interaction (which can be activated by using the COMS workflow button) allows you to set an information, which is displayed for everyone looking at the specific ticket. If a ticket has a comment it will be displayed in the History section. Setting up a comment can be useful for internal communication. You can also mark your comment as a public comment that will be also visible for customers.
Go to COMS → Comment
- Click on the workflow button COMS.
- Click on Comment.
- Insert the comment into the Enter Message field.
- (Optional) Decide if your comment should be a public comment, which will be visible for customers.
- Click Save to send your comment.