Comments are internal notes that are only visible to support agents. Use internal comments to collaborate and share information with your team to solve tickets faster.
To add a comment, select an open ticket and click ‘Add Comment’.
Enter the comment in the composition box and use the formatting icons to modify the text style, attach pictures or insert hyperlinks.
Click on the green tick icon once you enter the comment.
You can easily distinguish internal comments in a ticket thread by the yellow icon on the left.