How to easily track customers comments?

[Ellie]

Hey! 

I am looking for an easy way to see when a customer has added a comment to a ticket. We have over 600 tickets in the system, and since the customer cannot tag the service agents, it is a manual process at the moment of checking. 

The main workaround I have found is by watching the tickets, but I want other managers to be able to see the list and reply as well, 

What are ways have people managed this? 

TIA

[Christopher Yen]

We send notifications to the assignee when a customer comments but something else that helps is when the request or incident requires customer input we have the agents use a "Waiting for customer" status and an automation that reverts it into "In Progress" when a customer comments on the issue. We also have an automation to remind the customer the issue is pending their input after 3 days in the waiting status. 

This is the rule we use to revert the status to In Progress when a customer replies, this helps agent just to focus on all the issues that are new or in progress. 

 

do your managers want to monitor activity on all issues or just higher priority ones? You can always automate adding managers as watchers on specific issues. We use a combination of System/Service, Impact, and Severity to determine if some service owners should be added as watchers.