Overview
Internal comments are a
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standard part of the support process. Learn how to add internal comments and options you have for defaults and configuration here
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.
What to know:
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You need to invite the bot to your channel to use this feature.
Use 🔒 as your message prefix to add an internal comment.
You can set your default comment mode to be internal or external.
Users who are not agents cannot view internal comments.
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We do not show our internal comments in Jira / JSM
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to users in Slack in support channels.
Prerequisites
You must invite the bot to your channel to use this feature.
On this page:
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Channel types with HelpDesk+
There are two main channel types with HelpDesk+.
Support channels
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are channels where agents support end users
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and ask questions.
Agent channels
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are channels where agents get alerted and work on user issues.
Internal comments are shown in Agent channels and hidden in Support channels.
Adding an internal comment from Slack
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Go to a ticket discussion thread in Slack in your Agent channels.
Start your message with the
:lock:
emoji 🔒 to indicate private.Example: 🔒 This is an internal comment.
Send your message to Slack.
We can't hide messages in Slack, so make sure you
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add this message
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to your Agent channel.
Internal comments from Jira shown in Slack
In the example video, the #it-help channel is the Support channel, and the #it-help-agent is the Agent channel.
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Add a comment in Jira under Add an internal note.
What to expect in Slack
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We will notify the agent channels of the new internal note.
Your Support channels will not see the internal note.
Configure the channel to default to internal comments
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Type /helpdesk-plus configure.
Make sure you are in an Agent channel.
Click the Configure button.
Select the option Internal Comment Mode.
Click the Submit button.
Add public comment in
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internal comment mode
Go to a ticket discussion thread in Slack in your Agent channels.
Start your message with the
:mega:
emoji 📣 to indicate public.Example: 📣 This is
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a public comment.
Send your message to Slack.