Should I Use Reply or Comment When Responding to a Ticket?
At the top of the left hand side of the ticket there are two options "reply" or "comment" but which one should you use?
Using "reply" will allow you to respond in a similar way to sending an email. In fact, this method of response will send an email to all persons connected to the ticket notifying them of your response. A "comment" on the other hand will only reside in the ticket itself. Agents or Teams who are responsible for the ticket may be notified but it depends on their personal preferences.
Reply
Replies should typically be used when responding to a specific request or question from an Agent or Team member. Replies can have "rich text" so you can highlight certain parts of your reply with colour or other emphasis, provide links to documents or files, insert images etc. Primarily reserved for important
Comment
Comments should be used when simply adding more information to a ticket or providing additional details (files etc). Comments are plain text so any fancy formatting won't be possible here.
Both replies and comments can have additional attachments uploaded with them sticking to the usual 20MB limit. For larger files, you should provide a link in a reply.
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