Add a comment
Ticket comments provide information that helps other operators manage the ticket. For example, you can add a comment that summarises a conversation with a customer or that describes the content of a software code change.
Smile also automatically adds comments to a ticket when the ticket properties change. If configured to do so, Smile scans incoming emails and, if the email relates to an existing ticket, adds a ticket comment that contains the email.This task explains how an operator adds a comment to a ticket.
Note: For more information about the icons that appear on each comment, see The Ticket page.