Reply to the requester and write internal notes
Send replies, write internal notes with the right audience, and use mentions.
Before you begin
Open the ticket and go to the Messages tab. Helpdesk sends no e-mail, WhatsApp or SMS. A reply is recorded on the ticket and is not delivered outside the system.
Reply to the requester
- Press Reply.
- Write the Message (up to 20,000 characters). It cannot be empty: 'Write the reply.'
- Press Send reply.
What happens next
- The reply is listed with a Reply chip.
- The first reply sets the First responded time once, which decides whether the first-response target is Met or Missed.
- A ticket in New or Assigned moves to In Progress.
Add an internal note
- Press Add Note.
- Write the Note. It cannot be empty: 'Write the note.'
- Choose Who can read it:
- All internal teams (default): everyone with access to the ticket.
- Owning team only: the owning team and its helpdesk managers.
- Selected team: the owning team plus the team you choose. Choose that team too: 'Choose the team that can read the note.'
- Managers only: current team leaders and the manager of the owning team.
- Press Add note.
People with helpdesk.manage can read all notes.
Mentions
In a note, type @username for a person, @TEAMCODE for a team, or @manager for the team manager. They get a notice in the bell: 'You were mentioned on HD-000012'. Team mentions notify members except observers. The author is never notified.
Example: @manager please approve the part on a ticket owned by IT notifies the IT manager.
Mentions look up user names across the system. Write the name carefully, and do not put confidential details in a note meant for a narrow audience unless you choose the right audience.
Good to know
- A collaborating team can reply and write notes. A collaborator's note shows who wrote it.
- Replies and notes cannot be edited or removed. Add a new note to correct.
- Messages are not restricted by team scope yet. Anyone with
helpdesk.viewcan open a ticket and read all-internal notes.