Agent Ticket Comments refer to the messages or notes an agent adds to a ticket in a customer service or issue-tracking system. These comments help document the progress, updates, or communication related to a specific customer query, task, or problem. The report shows both the Table and Graph options; you can use the toggle button to view the Graph, Graph and Table, or Table options. For detailed information, see the end of this section.
There are typically three types of ticket comments:
- Public Comments:
- Visible to everyone, including the client or external usersboth agents and clients.
- Usually used to communicate directly with the customerclients.
- Helps keep the client informed about the ticket's progress or resolution.
- Private/Internal Comments:
- Visible only within LiveVox or the organization or support team.
- Used for internal discussions, sharing insights, or leaving notes for other team members.
Info Clients or external users cannot see these comments.
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