Overview

Internal comments are a standard part of the support process. Learn how to add internal comments and options you have for defaults and configuration here.

• 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.

• We do not show our internal comments in Jira / JSM to users in Slack in support channels.

Prerequisites

• You must invite the bot to your channel to use this feature.

Channel types with HelpDesk+

There are two main channel types with HelpDesk+.

• Support channels are channels where agents support end users and ask questions.

• Agent channels 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

1. Go to a ticket discussion thread in Slack in your Agent channels.

2. Start your message with the :lock: emoji 🔒 to indicate private.

   • Example: 🔒 This is an internal comment.

3. Send your message to Slack.

We can't hide messages in Slack, so make sure you add this message 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.

1. Add a comment in Jira under Add an internal note.

What to expect in Slack

• 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

1. Type /helpdesk-plus configure.

   • Make sure you are in an Agent channel.

2. Click the Configure button.

3. Select the option Internal Comment Mode.

4. Click the Submit button.

Add public comment in internal comment mode

1. Go to a ticket discussion thread in Slack in your Agent channels.

2. Start your message with the :mega: emoji 📣 to indicate public.

   • Example: 📣 This is a public comment.

3. Send your message to Slack.