Frequently Asked Questions

Add a Comment to a Ticket

Agents comments create an audit trail of all activities, events, and conversations. 
  • Expand Support and select the ticket project where to add a comment.
  • In the Ticketing List grid, locate the ticket for which to add a comment.
  • Click its ID to open in edit mode.
  • Click the Comments tab.
  • In the Add Comment box, enter the information to be added.


  • To mark the comment private making it invisible to the requester and other agents, select the Private slider.
  • To track the resolution time of a comment, enter the time for resolution in Time Spent.
  • Click the Save Comment icon 
  • When finished click the ticket Save button