Why It Matters
Centralizing all your ticket interactions—whether you are replying to a user, assigning a sub-task, requesting manager sign-off, or closing the issue—keeps the entire history in one easy-to-read timeline without forcing agents to jump between different tabs.
How to Set It Up
- Access the Ticket Timeline: Navigate to Assistance → Tickets and open an active ticket. Locate the main response box within the ticket’s overview tab.
- Select Your Action: Instead of hunting for different menus, click the dropdown menu located directly above the text input box. From this single dropdown, select exactly what type of action you want to perform:
- Followup: For public replies or internal notes.
- Task: For breaking down work.
- Document: For adding attachments.
- Approval: For requesting manager authorization.
- Solution: For officially resolving the ticket.
- Configure and Hide (Optional): Once you select your desired action, additional dropdowns may appear allowing you to apply a pre-written template or specify the source of the update. If you are leaving a note strictly for other IT staff, make sure to click the Internal button before saving so the comment remains completely hidden from the end-user.
- Submit: Fill out the remaining text fields and click the Submit button to instantly append that specific response to the ticket’s unified timeline.
Next Steps
Open a test ticket and use the response box dropdown to add an Internal followup, then switch the dropdown to add a quick Task. Verify that both actions appear clearly categorized and color-coded within the ticket’s timeline, and that the internal note is properly hidden from the requester’s view.
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