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Adding Public Notes to a Ticket

Updated on : September 22, 2022

Public notes can be added to a ticket by an agent. When a note message is marked as public, the customer is notified via email and can view the message in the customer portal. The response or resolution due date will have no effect on posting the public message.

Use Case:

Agents can update additional information to a ticket that will be visible to customers. By updating additional information, SLA won’t be affected.

To add a public note, follow the given steps.

  1. Go to the ticket profile page and click the Add Note button or open the Editor and click the Note option.
Text Edit for Adding Notes
Text Edit for Adding Notes
  1. Select the Public note radio button to add a public note.
Public Note Tab
Public Note Tab

Note: A public note cannot be added to a private ticket.

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