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.

  1. View the helpdesk inbox.
    The Help Desk page appears and displays any tickets assigned to you and your assignment group.
  2. Click View next to the ticket you want to assign.
    The Ticket page appears and displays any existing comments.
  3. Click Add a comment...
    The Ticket comment window is displayed.
  4. Type the comment in the large field, and optionally do the following:
    • Untick Keep this comment private to make the comment visible to customers.
    • Tick Make this comment sticky to highlight the comment.
    • Enter timesheet details in the Timesheet fields to track the time spent working on the ticket.
  5. Click Save.
    Smile adds the comment to the ticket.
Note: For more information about the icons that appear on each comment, see The Ticket page.