Why It Matters
Separating internal IT communication from requester-facing updates ensures that end-users only see relevant responses while technicians can collaborate, document troubleshooting, and share context privately within the ticket.
How to Set It Up
- Access the Ticket: Go to Tickets from the Navigation Menu and open the ticket you want to update.
- Open the Conversation Tab: Go to the Conversation tab on the ticket details page.
- Add an Internal Note: Click Internal Note at the bottom of the conversation, enter your message, and submit it. The note is added to the ticket conversation and remains internal to your IT team.
- Edit an Internal Note: Locate the Internal Note in the conversation, click the three-dot menu on its card, and select Edit. Update the note as needed and save your changes.
Next Steps
Add an Internal Note to a test ticket, edit it once, and verify that the requester cannot see the internal communication from the Employee Portal.
