Always have comment

[TBengtsson4]

We would like to have comment always avilibel when we are creating tickets.

Not all time we are sending mail to the customer.

Ex. 1:st-line is taking a call and creat a ticket.

2:nd-line then will make a comment on what 1:st-line has to do.

But the customer is not involvde in this correspondence.

Now you have to send an email to get this.

[PamCotton]

Hey @TBengtsson4, thank you for posting in our Community!

In HubSpot, you can keep internal comments on tickets without notifying the customer each time by using notes instead of emails. When first-line support creates a ticket, they can add notes, and second-line support can add comments to guide them. As long as these updates are added as notes, they’ll stay internal and won’t be sent to the customer.

To our top experts @TomM2 and @danmoyle do you have any recommendations for @TBengtsson4 matter?

Thank you,

Pam

[TBengtsson4]

Hi.

When i create a new ticket with only the company (Don't know the contact person yet).

And we have not send any mail it looks like this.

And if add a contact we get this view.

Still we don't get the commentfield.

Not until we have send an email we got it.

We liked to have it from the begging.

[danmoyle · Accepted solution]

Hi @TBengtsson4 - welcome to the Community. 

I think what @PamCotton is referring to is the Ticket record view, not the view in the Conversation Inbox. In the Ticket record you can leave comments and notes. 

When youre in the inbox, you won't see the comment field until after a message has been sent, that's true. I'd suggest adding this to the ideas forum here. Be sure to include where this ticket is (where you're viewing it, in the inbox) so folks know its not the ticket record.