Sending Ticket Communication

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Ticket Comments

If you want to send a simple comment, scroll to the feed at the bottom of the ticket and click the Comment.

Green Comment button located at the bottom right corner of the ticket window.

Common Use Cases

Want to Add a Comment Without Notifying Anybody?

  • Leave the (B) Notify...drop-down blank to not to send any emails.
  • Check the Make comments private box. If this is unchecked, the user will be able to see your comment in the customer portal despite not getting an email about it.

Want to Add a Comment That Is Invisible to the User but Notifies the Ticket Owner?

  • Select the Ticket Owner from the Notify drop-down. 
  • Check the Make comments private box.

Want to Add a Comment That Is Visible and Emailed to the User?

  • Select the user and any others you wish to notify in the Notify drop-down. Leave the Make comments private box unchecked.

I want to add a comment sent to someone not listed in the Notify drop-down.

  • Not possible with this method.

Dialog box to enter comment and notify specified user.

Ticket Updates

The second, more robust method of sending notifications is updating a ticket.

Note: This is distinct from clicking the edit button at the top of the ticket.
  • Select Actions > Update.
    • Or scroll towards the bottom of the page and click on Update. 

Update option is located under the Actions (top left corner). Second Update method is located towards the bottom right of the ticket.

Common Use Cases

Want to Change the Status on a Ticket and Notify the User?

  • Changing the (A) New Status drop-down on this screen will add a note "Status changed from X to Y" in the notification sent.
  • Be aware that the standard notification rules still apply.
    • If the user is not selected in the (C) Notify drop-down, they will not get an email.
    • If the (B) Make comments private box is checked, they will not be able to see the comment in the customer portal.
  • When you resolve a ticket, you should do so from this "Update" page (not the Edit page) so the user gets a notification.

Want to Notify Someone Who Is Not Listed in the Notify Drop-Down?

  • You can send this notification to anybody by selecting them on the (D) Notify Other People drop-down.
  • If the address you want to notify is not a person, enter it manually in the (E) Other Email Addresses field.

Want to Add an Attachment?

  • You can easily do that by uploading it using the (F)Attachment field.

Ticket update dialog box.

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