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There are typically three types of ticket comments:
- Public Comments:
- Visible to both agents and clients.
- Usually used to communicate directly with the clients.
- Helps keep the client informed about the ticket's progress or resolution.
- Private/Internal Comments:
- Visible only within LiveVox or the support team.
- Used for internal discussions, sharing insights, or leaving notes for other team members.
Info Clients or external users cannot see view these comments.
- External Comments:
- These comments are visible only to the specific client for whom a ticket has been raised. These comments are intended to keep the client informed about the status, progress, or resolution of the issue but are not visible to anyone outside the client or the organization managing the ticket.
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