Adding Comments
Comments let you record updates, notes, and responses directly on a ticket, keeping everything in one place.
How to Add a Comment
- Open a ticket and go to the Timeline tab.
- Scroll to the Add Comment form at the bottom of the tab.
- Select a comment type:
| Type | Use When |
|---|---|
| Update | General progress update on the ticket |
| Note | Internal note for your own reference |
| Response Received | Recording a response from the filed-with contact |
| Escalation | Documenting that the issue has been escalated |
| Resolution | Recording the resolution of the issue |
- Write the comment body.
- Optionally attach one or more files (20 MB max each).
- Submit the comment.
The comment appears immediately in the timeline, newest first.
Deleting a Comment
Only the author of a comment can delete it. A delete button is shown next to your own comments. Other users' comments do not show a delete button.