Adding a Comment

You can add a comment to a support ticket, and while doing so, make various changes to the ticket, as needed. A comment is not a response to the client and is stored as part of the ticket's history. Comments are used to facilitate information about the ticket, such as other user’s suggestions or notes that the client may or may not be able to read. Setting a comment to private makes it only readable by users. A public comment is readable by the client from the client interface.

1. Access the Support Manager 
2. View the ticket.
3. In the Message section, click Add a Comment.
   
   The Order Manager – Add Comment page appears.
4. In the Template field, select an appropriate template.
5. In the Body field, enter the contents of the comment.
6. Select Client Viewable if you want the client to be able to see your comment.
7. In the Assign ticket to field, select a different user to assign the ticket to.
8. In the Move to Department field, select a different department to move the ticket to.
9. In the Set Resolution field, select a resolution for the ticket.
10. In the Set ticket to field, select a different ticket type.
11. Select Subscribe to ticket, if you want to follow the support ticket.
12. If you have any custom support fields, they will be available to select.
13. In the Time-Tracking section, enter the amount of time spent working on the ticket in the hours and minutes fields.
14. In the Add Timer section, select a different ticket status in the Change Ticket Status to field, and then enter the date to make the change.
15. In the Attachments section, click Choose File and navigate to the attachment you want to include in the comment.
16. Click Add Comment.