Comment classification is feature that allows you to organise comment in different folders.
Comment classification needs to be enabled and defined separately for each ticket type.
Mark Enable comment classification checkbox to enable feature for selected ticket type.
Inbox and Sent are default system folders and cannot be edited or deleted. To add new folder click Add folder button or select Add subfolder in menu rightmost on a row to define a new comment classification folder.
The list below shows the default properties you need to insert:
•Parent folder (required field): select from dropdown.
•Name (required field)
•Choose icon (required field): Select from popup.
In the row menu rightmost on each row (except system folders Inbox and Sent) you also find Edit, Delete, Set default for sent and Set default for incoming. In Edit form you can edit all folder properties except Parent folder.
If you mark a folder from the list as default for sent, in that case all comments made by the agent will be assigned automatically to that selected folder. On the other hand, if a specific folder from the list is set as default for incoming, all comments from emails will be in that folder.
If you choose the action set default for sent, all comments made by the agent portal will have that chosen folder as default, and if the option set for incoming is marked, all incoming comments via email will have that folder as default.