Private and Public Comments in Tickets

Private and Public Comments in Tickets

Collaboration is an essential part of resolving customer and internal queries efficiently. From looping peers in for an internal discussion based on the complexity of the issue to addressing the resolution to the customer, agents can make efficient use of private and public comments to improve inter- and intra-department collaboration. 

When an agent adds a comment to a ticket, they have the option to comment as private or public.

Private comments in tickets

When an agent marks a comment as private, the comment is visible only to internal users who have access to the ticket, like the admin, peers, and agents from other departments who have access to the ticket. This enables internal communication and collaboration.
For example:
  1. The manager adds a private comment asking an agent to prioritize a specific ticket.
  2. The agent leaves a comment requesting the manager to review the resolution before sending it to the customer.
  3. The agent documents internal findings and troubleshooting steps that should not be shared with the customer.
  4. The agent requests input from another department to speed up the resolution.

Public comments in tickets

When an agent marks the comment as public, it means that the comment will be displayed in the help center along with the ticket. This comment will be visible to the customer and other secondary contacts who have access to the ticket in the help center. 
Public comments are useful to provide a quick update or request for more information from the customer. 
For example:
  1. Letting the customer know that more time is needed to investigate the issue.
  2. Informing the customer that their issue has been escalated to another team.
  3. Sharing relevant documentation or links for self-service.
  4. Acknowledging the customer’s latest message without restarting the thread.
  5. Answering a simple follow-up question from the customer.
  6. Asking the customer for additional information (e.g., screenshots or logs).
Note
By default, comments are added as private. To make a comment public, select the Public option from the drop-down. 
To add a comment
  1. Navigate to the Ticket module.
  2. Open the ticket in the Ticket Detail view.
  3. Click Comment or press Shift+C.
  4. Add the content and click Comment.
  5. Click on the drop down next to Comment, toggle to make the comment Public. 


To edit a comment 
  1. Navigate to the Ticket module.
  2. Open the ticket in the Ticket Detail view.
  3. Click More Actions (...) in the comment.
  4. Click Edit option, make the changes.
  5. Click Save to enable the edit.
To delete a comment 
  1. Navigate to the Ticket module.
  2. Open the ticket in the Ticket Detail view.
  3. Click More Actions (...) in the comment.
  4. Click Delete.
  5. Confirm by selecting Delete from the pop-up.
To pin a comment 
  1. Navigate to the Ticket module.
  2. Open the ticket in the Ticket Detail view.
  3. Click More Actions (...) in the comment.
  4. Click Pin.
  5. Set the visibility:
    1. Visible for all agents 
    2. Visible only to me
  6. Click Pin.

Difference between public comment and ticket reply

While both public comment and reply are visible to the customer, they serve different purposes. 
A reply is used when an agent wants to formally respond to a customer's query and send the response directly to the customer's email. It’s part of the main conversation thread, and is ideal for detailed answers or updates that require the customer's attention.
A public comment is generally used to post quick updates, minor confirmations, or information that the agent wants to share with the customer. 

Viewing comment history

Each time a comment is added to a ticket, key details such as the author name, comment type (private or public), and timestamp are recorded in the ticket's history. Any edits or deletions made to comments by agents or admins are also logged in the ticket history. This ensures complete visibility and accountability for all comment-related actions.

To view comment history:
  1. Open the required ticket.
  2. Click the History subtab.

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