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

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.