 | Comments are a way to keep in touch with your customers (and let your customers contact you). |
You can add two types of comments:
- Customer-visible comments - meaning both customers and agents can see them.
- Agent-visible comments - these are private agent-only comments that no customer will see. These can be used to communicate with other team members about a specific issue being resolved, for example.
A customer can add their own comments to a request. When a customer adds a comment to a support request, it is flagged as 'unread' for the attention of the operations team.
To add a comment to a request
- Navigate to the request from the Requests zone list page.
- On the request details screen, scroll down to the History section.
- Enter the required comment.
- If the comment is intended for the customer, tick 'Visible to customer'.
- Click Add Comment.
The comment is posted.
Posted comments appear in the History section for the request. If the comment was flagged 'Visible to customer', it will also be displayed to the customer in the Customer Portal > Requests zone. Customer-visible comments and/or status updates are denoted by a 'customer visible' icon, as seen in the following example (click to expand):
