Communicating with Requestors

Issue/Question

How do I make my comments visible to clients in their ticket in the Client Portal or make comments private?

Environment

• TeamDynamix

Cause

When updating a ticket, you can add comments visible to the requestor in the Client Portal. These comments will allow them to see the thread of conversations and be informed on individual comments in the ticket.

You can also add internal notes visible only to other employees with access to the ticketing application, which allows teams to document private information and share internal notes with other employees without exposing the information to the requestor.

Resolution

1. In Work Management, choose ticket you would like to update and make comments on.
2. Click Actions .
3. Select Update.
4. Edit desired fields for specific ticket.
5. In Comments field, type your comment you would like the requestor to receive email notification of and visible in their ticket in the Client Portal.
6. Uncheck Make comments private.
   Note: This is the box that controls whether comments are visible in the Client Portal. If this box is checked, this means employees viewing the ticket on Work Management side can see the comment.
7. In Notify field, select the person or group you would like to receive email notification directly about the comment.
   Note: Whomever you notify here will get the email notification. If you have the Make comments private box checked, but notified the requestor here, they will get the email notification but unable to see it in the Client Portal.
8. In Notify Other People field, you may choose a person to notify who is not already associated with the ticket.
9. In Other Email Addresses field, you may choose a person to notify who does not have a TeamDynamix record. Separate multiple addresses with commas.
10. Click Save.

If you need assistance, please contact the ITS Service Desk or submit a service request by clicking the Request Service button.