Adding a Comment Estimated Reading Time: 3 Minutes A comment is a note on a support ticket. It is not a reply to the client. Ubersmith does not send a comment to the client by email. Ubersmith keeps the comment in the history of the ticket. Use comments to share information about the ticket with other staff members, for example what you did or what the next step is. A private comment is visible only to staff members. This is the default. A client viewable comment is visible to the client when the client views the ticket in the client portal. When you add a comment, you can also change the ticket. For example, you can assign the ticket to a different staff member, or change the status. To send a message to the client, use Post a Followup instead. Add a comment Go to Support and open the ticket. Above the posts of the ticket, click Add a Comment. The Add Comment page opens. Optional: In Template, select a template. Ubersmith replaces the text in the text box with the text of the template, and fills in the details of the ticket and the client. Select the template before you type your own text. Type the comment in the text box. Optional: To tell a staff member about the comment, type @ and select the staff member. Ubersmith sends an email to that staff member. Optional: Change the settings below the text box. See Comment settings. Click Add Comment. Ubersmith adds the comment to the history of the ticket. A private comment shows the label PRIVATE. To close the page without adding the comment, click Cancel or Return to Ticket. Comment settings Setting What it does Client Viewable Select to let the client see the comment in the client portal. For an internal ticket, this setting is not available. Assign ticket to Assigns the ticket to a different staff member. Move to Department Moves the ticket to a different department. This setting shows only if you have more than one department. Set Resolution Sets the resolution of the ticket, for example Fixed. This setting shows only if your system has ticket resolutions. Set ticket to Changes the status of the ticket, for example On Hold or Closed. Subscribe to ticket Select to get email notifications about the ticket. This setting shows only if you are not subscribed to the ticket. Custom ticket fields Changes the values of the custom ticket fields, if your system has them. Ubersmith shows them in their groups, for example Billing. Time Spent Type the time that you spent on the ticket, in hours and minutes. In some departments, this field is mandatory. Add Timer Changes the status of the ticket automatically at a later time. In Change Ticket Status to, select the status. Then select the date and time. Attachments Click the Attachments area, or drag files to it, to attach files to the comment. Who gets an email about a comment Ubersmith does not send a comment to the client. Ubersmith sends an email about the comment to these staff members, if they have an email address: The staff member who is assigned to the ticket. The staff members who are subscribed to the ticket. The staff members that you mention with @. The staff members who receive notifications for staff replies in the department of the ticket. Each staff member sets this in their notification preferences. The staff support address of the department, if the department has one. Note: If another staff member is writing a followup or a comment on the same ticket, Ubersmith shows a notice at the top of the Add Comment page, for example "Jane Support began a comment Tuesday at 2:15 PM".