Why It Matters
Separating internal IT chatter from public customer communication ensures that end-users only see polished updates while agents can freely collaborate and troubleshoot behind the scenes.
How to Set It Up
- Access the Ticket: Navigate to Assistance → Tickets and open the active ticket you want to update.
- Draft Your Message: Locate the main response box within the ticket’s timeline view and ensure Followup is selected from the dropdown menu. Begin typing your message in the text editor as you normally would.
- Make It Internal: Before hitting the Submit button, decide who needs to see this update. If it is a standard reply for the requester, simply submit it as is. If you need to restrict the note so only fellow technicians can read it, be sure to click the Internal button first.
- Submit: Click submit. This ensures your backend collaboration remains completely hidden from the end-user.
Next Steps
Create an Internal note on a test ticket and then log into the end-user portal to confirm the requester cannot see your internal communication.
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