Support agent comments to appear in email reply

[Gil]

Hi.

I'm using JSD cloud and I'm new to setting it up.

When an issue is raised by customer and the support agent replies, is it possible to have the agent's comment to appear in the email to the customer as well as it appears in the ticket?

Currently, the customer only gets email notification that the request status has changed to 'pending customer' but it doesn't display the comment of the agent in the email. The customer has to open the ticket to view the comment.

Thanks

[Marty · Accepted solution]

Hi Gil,

when an agent comments on a ticket they can either post a 'Public comment' (which should be included in the email notification to the customer) or a 'Private comment' which is only shown to other agents and is not sent in a notification.

The buttons aren't 100% self-evident.

Share with customer = make a Public comment

Comment internally = make a Private comment.