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.
There are typically three types of ticket comments:
- Public Comments:
- Visible to everyone, including the client or external users.
- Usually used to communicate directly with the customer.
- Helps keep the client informed about the ticket's progress or resolution.
- Private/Internal Comments:
- Visible only within the organization or support team.
- Used for internal discussions, sharing insights, or leaving notes for other team members.
Clients or external users cannot see 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.