Our IT team likes to include technical details and code when working on open tickets - but we do not want these to be e-mailed (internally or to the customer) as a "comment" and we don't want to create an external file as an attachment. We just want to log information directly into the ticket. How can we do this?
In this case, your best option would be to create text custom fields so that users can add that information into the ticket. You can later hide these fields from the customers so they don't see this information.
Hope this helps you!
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