Operations Services - Edit a Snippet on Ticket Comment

1. Navigate to "Services" section

   To edit customer and internal comment snippets, navigate to the "Services" section in the operations portal.

   

2. Click "Tickets"

   Then, select the "Tickets" menu. In order to access and update "Tickets", you will need to be set up either as an "administrator" or a "superuser", or have the roles of: "ticketView" and "ticketEdit".

   

3. Search for the ticket

   Enter the ticket ID or name in the field to search.

   

4. Click on the more details icon

   Once you found the ticket, click on the more details icon.

   

5. Click on the "More" tab icon

   Next, click the "More" dropdown to view other tabs in the screen.

   

6. Click "Customer Comments"

   Select "Customer Comments".

   

7. Click on the vertical ellipses icon

   In the "Comments" section, click on the vertical ellipsis icon to view the saved snippets. Note that snippets are saved in both the Customer and Internal Comments tabs.

   

8. Click on the pencil icon to edit snippet

   Once the snippets show up, click the pencil icon to edit.

   

9. Click on the Name field to update

   The "Edit snippet" dialog box will pop up. You may edit the name as needed.

   

10. Click on the snippet field to update

    To update the comment, click on the text area and make the necessary changes.

    

11. Click "Save"

    Save the updated snippet to apply your changes.