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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