Feedback Report
Ticket Management

Comments and Work Notes

Collaborate on tickets using comments, internal work notes, and file attachments.

Last updated: May 13, 2026

The Comments section allows all ticket participants to communicate, share updates, and log internal notes directly inside the ticket.

How to Add a Comment

  1. Open the ticket details
  2. Click the Comments tab
  3. Type your comment in the text field
  4. Check Work Notes if this is an internal note
  5. Attach a file if needed
  6. Click Add Comment

Comment Types

TypeDescriptionVisible To
CommentRegular update or communicationAll participants
Work NoteInternal note for team useInternal team only

When to Use Work Notes

  • Internal progress updates not meant for the requester
  • Technical notes for the assigned team
  • Internal handover information when reassigning
  • Documenting blockers or dependencies

File Attachments in Comments

Attach screenshots, documents, or reference files directly to a comment for better context.

Comment Best Practices

  • Update the ticket with a comment every time you make progress
  • Use work notes for internal team communication
  • Always add a comment when changing ticket status or reassigning
  • Keep comments clear and specific

All comments are timestamped and linked to the user who posted them, creating a complete communication trail for every ticket.