Yes, that's what agents are doing today - but customers aren't coming
back to the web app to see them.
On 1/13/11, Elva Novoa
You can add an "external note", this way, your customer will be able to see it from the customer interface :-) .
I hope this helps!
Regards, Elva
On 1/13/2011 4:12 PM, Hugh Kelley wrote:
Can a "reply" pull-down be added to the ticket zoom next to the "move queue" pull-down via sysconfig?
In our case, agents may add many notes to a ticket between replies and it is somewhat tedious to search all the way through the article list for the last reply-able entry.
Hugh
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