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If your support very afraid someone is going to say, "This dummy doesn't know what he's talking about," and actually send that to the customer, then there is a way to set it so comments default to "Internal comment".

To set Internal comment

  1. Go to Help Desk administration > Comments;
  2. Configure an Internal Comments consist of items

    Item

    Description

    ProjectThe project in which the internal comment will be set by default
    Agents RoleSelect the project role to which the internal comment will be restricted
    AddAdd new setting
    DeleteDelete setting


    If the user has the appropriate role, the comment restrict will be set by default.

    The internal comments restrict does not apply when you create a comment from:

    - email

    - customer portal

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