How can I make internal notes from customers obvious in my queue?

[Adam Kellar]

When I'm looking at my queue, I can't tell if the Reporter has made an internal note. It doesn't change the status or the last updated date.

Bottom line: I want it to be obvious that a Reporter has made an internal note. How do I do that?

[Paloma Fondon Araujo]

Hi @Adam Kellar 

You could use an automation rule that is included in the library so that when a public comment is included, that is to say, when the customer makes it, it changes the state of the comment and returns to the queue.

As an example...

I don't know if this is exactly what you are looking for, but I hope it will help.

[Jack Brickey]

To be clear Customers only make public comments not internal. That aside, if you want to make it obvious that a customer has made a recent comment then you need to contemplate how you will acknowledge that the update has been read. This is so that the issue does not linger in the ‘needs attention’ queue. Given this I would use a custom field with automation. The field (maybe “new comment”) would be set by automation rule and used in capturing the issue in the “needs attention” queue. The agent needs to clear the “new comment “ field once read.

there are other solutions you can consider too.