Adding Mass Comment to Tickets

The primary purpose of adding comments in a ticket is to provide updates and facilitate collaboration among support agents and other teams. The option to make private and public comments supports quick communication internally and externally. Comments help maintain a clear record of interactions and ensure consistent responses.

Being able to add comment to multiple tickets simultaneously helps improve efficiency by saving time and reducing repetitive tasks for customer support agents. It ensures consistent communication across all relevant tickets, adds clarity in communication, and makes sure that all the teams involved are on the same page regarding the issue.  

Availability

Permission Required
Users with the administrative privilege can enable Mass Comment for other profiles.
Check Feature Availability and Limits

For example, a software company receives multiple tickets from users reporting a recurring issue, and the agents loop in the development team to help them understand the issue and respond accordingly. Instead of sending the same response to each customer, agents can add a mass comment to the relevant tickets, summarizing the issue details and sharing the expected time of resolution along with a dedicated support agent's details to help them with further queries until the issue is resolved.

Setting permission to add mass comments

By default, the administrators have the permission to add mass replies. They can enable it for other profiles as required. Mass comment is department specific, so it needs to be enabled for each department. 

 

To set permission to add mass comment:

1. Go to Setup > User Management > Profiles.
   
2. Select a profile from the list.
   
3. Under Request Permissions, toggle Mass Comment.
   

To add a mass comment

1. Navigate to the Tickets module.
   
2. Select the desired tickets
   
3. Click Comment from the top bar.  
   
4. In the comment editor pop-up, add a comment.
   
5. Click Private comment, or toggle to make it a Public comment. 
   

Note:

1. The comments will be added only to those tickets for which the agent has access permission.
2. Comments cannot be added to tickets under blueprint-strict mode because, due to the set restrictions, actions can only be performed within the transition window.
3. Comments will be queued and added to the tickets in sequence.
4. A maximum of 10 attachments can be added in a mass comment.

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