The Comments tab is in Edit Mode displayed only when Ticket tab is selected in the left part because comments are associated with the ticket only and not to Requester or Organization.
The top most part of Comment tab consists of Source Icon, Id, Subject, Time spent (Note: only displayed if timer is enabled), Priority, Created (User and time) Updated (User and time), Status and Form Template buttons.
Pickup ticket button: If you select option Pickup ticket, a popup shows where logged in user can choose to which group wants to assign selected tickets.
Document template: Open popup to export information from selected Ticket to a document by using a document template.
SMS template: Send selected SMS text message to selected user information from Ticket by using a sms text template.
Refresh button: click on this button to load ticket data again.
Info button: Clicking on this button opens a popup eith user manual information.
Favorite button: Clicking on this button, ticket will be added on global favorite menu.
Lock button: By clicking on this button, ticket will be locked. It can be edited only by a person who locked the ticker or the person with special permissions.
The Status button shows the status of the ticket and could be used to update status, see section Status button.
Using Form Template button you can change the form template for the ticket. A popup is opened, containing a dropdown list with templates available for the ticket type, see section Form template.
Below the topmost part the ticket Description is displayed. If the description is too long to be displayed in the box, then click Show More link to expand the box and view the entire description. Show Less collapses the box and view short description.
Below the description, there is a textbox provided to add a comment for the ticket. The formatting panel includes common text formatting options, see Text field editor. You can use the arrow symbol in lower right corner to drag field to larger size.
Additional options for comment tab:
•Insert Tags: Select the tag from the dropdown list to insert into comment text (at the cursor’s position). For example, if you want to include requester’s name in the comment then select Requester from the dropdown.
•Select Comment Template: Select Comment Template from the dropdown list to insert the comment text from existing template. For example, if you had created template like “Generic Solution” then the text in the comment box will be replaced with the text defined in the template. This helps user to reduce effort in writing generic solution.
•Comment Timer: This option is displayed only when the Enable Comment Timer option is enabled in User Profile. Comment Timer includes a start/stop button, a label displaying the time, and an edit button to edit the recorded time. Click Start button before writing a comment. When finishes click Stop button to stop the timer. You can edit the time if required using Edit button. Toggling the Timer can also be done using CTRL+ALT+B. If Enable Auto Timer option is enabled in User Profile the timer starts automatically as soon as you enter text in the comment box. Read more about timers in Timers in tickets.
•Worklog Timer: Option is displayed when the Enable Worklog Timer option is enabled in the User Profile. This timer starts directly when you open the ticket form, and stops when you click Save Worklog Timer. Read more about timers in Timers in tickets.
•Preview: Used to preview the comment text. Opens a popup displaying the text entered in comment box.
•Email preview: By clicking on this button, the text of the default text template will be displayed. This function will help the agent to have a preview in which form the enduser will receive the email message.