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.
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.
- Go to the ticket profile page and click the Add Note button or open the Editor and click the Note option.
- Select the Public note radio button to add a public note.
Note: A public note cannot be added to a private ticket.