How to Post Public and Private Comments on Tickets

Description

To implement this guide, you need to have at least one ticket available in your Gorelo system. If your system doesn’t have one or you need to create a new one, please follow the guide on How to Create aTicket.

The Private vs Public

Users/Technicians have the option to make public or private comments on tickets.

Private comments are only visible to other users who are part of your Gorelo system. No notification or contents of the comment are sent to your client’s contact.

If the user/technician decides to post the comment normally, your client will get an automatic notification email every time the comment is posted. This email will also contain the contents of the comment so that the client can stay updated with the progress of the ticket.

The Process?

Step-1: Navigate

After logging in, go to the tickets list by clicking on “Tickets” in the left menu bar. 

Step-2: Open the ticket

Click the title of any ticket where you would like to make a comment. This will open the ticket details and description.

Step-3: Type your comment

Look for the “Comments” box. This is located just below the ticket description, so depending on how long the ticket description is, you might have to scroll down a little to reveal it.

Type your comment or reply in the comment box.

Step-4: Post your comment 

To post it as a public comment, select the "PUBLIC" option and click the “POST” button located at the bottom right of the comment box. 

To post it as a private comment, select the "PRIVATE" option and click the “POST” button located at the bottom right of the comment box. 

Final note

Congratulations! You can now post both, public and private comments and replies to tickets as per the need.

Looking for something else? Visit our support documents or send us a message via the Contact Us form. We will be happy to help guide you further!