The comment thread on a ticket is the primary way technicians and you communicate. Every comment is timestamped, attributed, and auditable.
What to put in a comment
- Answers to questions the technician asked
- New information you've discovered ("It only fails when I'm on the guest Wi-Fi")
- Screenshots or photos of the error
- A confirmation that a suggested fix worked (or didn't)
- A heads-up that the problem just started happening again
What not to put
- Anything that should be a new ticket — different issue, different asset
- Sensitive credentials. We never ask for your password. If you see a request for one in a ticket comment, it's a red flag — report it.
- Long ranting paragraphs. Short, specific comments get read; long ones get skimmed.
Internal notes vs. public comments
If you sign in as a staff user, you'll see a Internal Note checkbox on the comment form. Internal notes are visible to other staff but not to the submitter via the tracking link. Use them for:
- "Customer was rude on the call — handle gently"
- Sensitive diagnostic details that would alarm a non-technical user
- Work notes for a colleague taking over
If you're the submitter, you only see public comments — the technician's internal notes are hidden.
Replying via email
You can reply to any helpdesk notification email and your reply becomes a public comment on the ticket. The subject line carries the ticket number — leave it alone (e.g. [#TKT-…]). Removing or editing the bracketed number means the reply gets parsed as a brand-new ticket.
Attachments in comments
Drag a screenshot or a log file directly onto the comment form. Limits:
- 10 MB per file
- Image, PDF, ZIP, CSV, TXT, LOG accepted
- We block executables (.exe, .bat, .ps1) — if you need to send a script, paste it inline in a code block instead.
The tech sees attachments inline and can download them with a click.