Adding notes to a ticket can help document important information relevant to the ticket while also being a place to ask team members for assistance or bring the ticket to their attention.
Adding a Note
To find all tickets, navigate to the Tickets menu. Select a ticket.
1. Select Add note at the top or bottom, or select the N key on your keyboard as a shortcut.
2. Select if the note should be either Private (for internal use, customers cannot view) or Public (internal and external, customers can view).
3. Enter the recipients. Everyone you add will be notified when the note is created.
Note: The agent assigned to the ticket will be defaulted as a recipient. You may change this at any time by selecting the 'x' at the end of their contact.
4. Enter in the note content. This can be any information pertinent to the ticket that you would like to be documented. This is also a place where others can see information on the ticket.
Remember: The more thoroughly documented the steps that have been taken on the ticket are, the easier it will be for you and other team members to keep track of individual tickets.
Note: If you have a question for a certain team member, you may notify them within the text by entering the @ symbol, followed by their name.
5. Use the bottom bar to attach any Files, Canned responses, Suggested solutions and Canned forms.
6. Select Add note or use the drop-down menu to add the note and change the ticket's status.
Note: Adding a note will automatically update any ticket that isn't Closed to Open.
