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Overview
Use this button to update the requestor/client on ticket status and progress.
Warning: Update notifications by default go to the Requestor via email, even if “Make comments private” is checked. The interface displays this warning message:
Use this button for internal technician comments/notes on the ticket.
Additional Information
Replying/Updating a TDX Ticket via Update button
To reply to the requestor of a ticket/update the status, click the green Update button located on the lower right of the ticket in the Feed section or select the Actions button in the top left and select Update. This is where changes to ticket status, responsible technician and updates to the requestor will be managed.
By default, the requestor is added to the Notify section which will provide the requestor with an email including any comments made on the ticket once Save has been clicked. Fill out your update on the ticket in the Comments section and click Save.
NOTE: The checkbox for “Make comments private (only visible to IT Tickets users)” only controls visibility of the comment on the client portal side. The requestor will get an email with the written comment regardless of this setting if they are in the Notify section.
Commenting on a TDX Ticket via Comment button
To comment internally on a TDX ticket click the Comment button located in the lower right of the ticket under the Feed section. By default, comments are set to private making them only visible to IT Tickets users and there is nobody set in the Notify field. Enter your comment and click Save.
This is what an internal private comment should look like:
The below comment would be private on the client portal but sent to the requestor via email due to the notify section being filled out:
