Post a comment on a ticket

Post a comment on a ticket

To post a Comment on a Ticket as a CSR agent, follow these instructions:

  1. Edit the Ticket details either by clicking the Ticket Number in the appropriate list view or using the Quick Search with the Ticket Number.
  2. Scroll down to Actions and click the Post Comment button.
  3. In the Comment field, you can either type a comment or Fast Forward knowledgebase content into the comment box.
  4. Under Options, you can:
    • Attach a file to the Ticket.
    • Check the Show to Customer box to indicate whether the action should be visible to the customer.
    • Record the amount of time spent on the Ticket in the Time Spent fields (if necessary).
  5. To notify other CSRs or Customers about this comment, enter email addresses in the CSR CC List and Customer List. You can either type email addresses (separate with commas) or select a CSR or Customer name from the list boxes and add them.
  6. Click Submit to post your comment.

Knowledgebase

Topic Information
  • Topic #: 3-2711
  • Date Created: 08/30/2007
  • Last Modified Since: 05/26/2016
  • Viewed: 12497