Often a ticket I have dozens of questions and answers, and should have a small box of notes where pinning the salient data that would otherwise be scattered in the various responses. In my case, IP, technical data or a brief summary of the problem.
Is there any possibility to have this? Todo list is useless for me.
Hi Alessio,
I was looking for the same type of tool, but have found a great alternative.
I have my support team use the 'description' field for this. The description can be edited throughout the history of the ticket, it always stays at the top of the ticket, etc...
I make sure all of the important, pertinent data is always updated in this field.
Hope this helps.
Mgb, you're right but in my case description field is always created from customer, modify this it does not appears to be correct
Maybe a "ticket field" created ad hoc and called "notes", what do you think?
+12Hello,
You can now use the Ticket Summary app to record important information about the ticket for other agents to access. It lists the note at the top of the ticket thread just below the description field so that it is easier to notice. Read more here.
Cheers!
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