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Product Documentation Operations Portal Services Module Tickets Configure Tickets Add a Customer Comment on Tickets

Operations Services - Add a Customer Comment on Tickets

  1. Navigate to "Services"

    To add a ticket comment that is visible to your customers, start by navigating to the "Services" section in the Operations Portal.

  2. Click on "Tickets"

    Next, click "Tickets." To view or update tickets, users must be an "administrator" or "superuser," or have both "ticketView" and "ticketEdit" roles.

  3. Search for your ticket

    Go to the "Data" tab then locate your ticket by scrolling or use the "Search" field to narrow the list.

  4. Go to the details page of the ticket

    Click the more details icon to view the ticket information

  5. Go to the "Customer Comments" tab

    Navigate to the "Customer Comments" tab to find the text field area.

  6. Type your comment directly on the text area

    You can type your comment directly into the provided text area.

  7. Utilize text formatting options, if wanted

    You can also format your text using the available options, which include boldface, italics, converting text to code, adding bullets, and inserting tables, among others.

  8. Click "Save"

    Click on the "Save" button to display your comment below the text box.

  9. View customer comment previews

    To view customers comments, simply scroll down the "Customer Comments" tab.

  10. Access "Customer Comments" feature in ticket's Details tab

    You can also find the "Customer Comments" feature by scrolling down the Details page of the ticket.

  11. Email Report

    You will receive an email notification once a comment has been posted.

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