This article explains how to leave an internal comment on a ticket.
This internal comment can only be seen by you and members of your team. Your customer will not see the comment.
Step-by-step guide
Scroll down to the Activity section of the ticket located towards the bottom of the screen (i.e. below the text of the submitted request/ticket).
Click on the Comments tab if not already highlighted/selected, then click on Add internal note and enter your note into the message box.
Click Save to save your note.
You will also see that internal comments have a highlight around the note. This helps to easily distinguish between an “Internal note” and a “Reply to customer”.
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Need help?
Contact the IST Service Desk online or 519-888-4567 ext. 44357.
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