How to comment on a ticket?

On the ticket page you see the description, details, and Comments — your conversation with support.

When you'll need this

• You need to reply to the operator or add details.
• You want to send a file (screenshot, document).

What's important to know

• Add comment supports rich text and Attachments.
• Comments show a profile photo when one is set for you or the operator.
• Operator comments show the display name from Settings → Setting up for all operators name template (for example, "Support" or {{first_name}} {{last_name}}), not necessarily the operator's profile full name.
• Your comment appears in Operator Line as a client message, not an operator message.
• Send with Post comment or Ctrl+Enter / ⌘+Enter.
• You can Edit your own comment shortly after posting (Save / Cancel).
• Details sidebar shows department, status, priority, subject, assignee.

Before you start

• You opened a ticket from My tickets.

Step-by-step

1. Open a ticket from the list (Open or row click).
2. Read the description and existing Comments.
3. In Add comment, enter text; add Attachments if needed.
4. Click Post comment.
5. The new comment appears in the thread; the operator sees it in Operator Line.

To return to the list — ← Back to all tickets or My tickets in the header.

How to verify

• The comment appears in history with your name and time.
• If posting failed, text stays in the field — check connection and retry.

Related materials

• Submit a CSAT rating
• Configure operator name in chat — for administrators
• Notifications for replies
• Integrators: a new client comment can also start a bot section if Scenario Builder → Start node → Internal Events → Ticket message is configured — see Configure internal events (separate from portal bell notifications).