Adding a comment

To add a comment to the ticket:

1.In the Tickets view click the ticket you want to process.

2.Enter a comment in the embedded text editor in the field below the ticket description.

3.You can Add attachment to the ticket.

4.You can Add screenshot if the Agent is installed on the device.

5.By default, the form is set to publish internal comments (orange background), which are visible only to Administrator and HelpDesk users. If a comment is to be visible to end users (white background), uncheck the Internal field. An end user can only add public comments.

6.You can add a link to the Knowledge Base article (only the Administrator and the Helpdesk support employee). To do this, click the Select article button and enter the title or select the article you want to sublink from the list. In this way, you can sublink multiple articles. To finish, click the Select article button.

7.To publish the comment, click the Comment button.