Hi, Jeff

 

By design, any comments an agent adds to a ticket are internal to the system. That is, when an agent has a ticket open and goes to Add --> Comment, those are not viewable to end users regardless of whether the ticket is sticky, general, etc. In fact, the only way to have end users see anything resembling a ticket comment is to add it to the body of a ticket reply that's sent to that end user.

 

If this isn't happening, I'd verify you're on the very latest version of SmarterTrack, available from the SmarterTrack downloads page. I believe there was a release that made comments public. However, that was resolved awhile ago.