Should a scenario arise whereby further information has been identified that may assist with the resolution or fulfilment of a ticket. The Helpdesk Self-Service enables the ticket submitter to add comments/updates to a ticket. This commentary will be visible by the tickets assignee to be used as part of any further action required. Please see the following screenshot.
The text box should be used to add any commentary/updates that the ticket submitter wishes to add. On selecting the ‘Send’ button towards the right of the box, the update will be added to the ‘Activities’ thread within the application and will be visible by the assigned support resource for further action to take place.