Overview

Additionally, you can view the full ticket history in the Ticket History section to see actions like who updated or created the ticket, as well as any changes made to the ticket. You can also send emails and SMS notifications from the Email/SMS section.

The centralized ticket history section gives a complete overview of the repair ticket. It includes staff notes, public comments, system messages, and communication logs in order. This makes it easy for technicians and managers to see the ticket's full history without checking different places.

How to Add Staff/Private Comments:

Staff comments are a helpful way to share additional details about a job with your team. Only the admin and selected employees can view these comments. They appear in log notes but are not visible to customers on the customer portal. Staff comments can also provide insight into the job or explain the reasoning behind public comments.

From the Ticket Listing Screen:

• Open the ticket by clicking on Edit Ticket.
• Scroll to the bottom and click on the Private Comments tab from history section.
  
  
• Use the To dropdown to tag or mention a staff member.
• Choose whether to add a comment, send an SMS, or send an email.
• Click Save to add the comment.

How to send a follow up SMS/Emails to your customer

To send a follow-up SMS/Email, simply go to ticket history section and select Email/SMS tab.

• If you want to send a custom message/email, just type it in the text area.
• If you want to send a predefined canned responses, just select them from canned responses dropdown.
• After adding it, hit the send button, you SMS/Email will be sent to the the customer.