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