Hi Sanidin,

 

On every ticket within SmarterTrack is the ability to add internal agent-to-agent comments. End users do not have a way of seeing these comments. To add one to a ticket, simply navigate to the ticket, click the Add button in the menu bar and choose Comment. From here, you can choose what type of comment you'd like to add: General, Resolution, Transfer, Follow-up and Sticky. When you are transferring the ticket to another agent you have a section where you can add a comment, and this will be labeled as a Transfer Comment. 

 

Also, just as some added information, any option that you choose from the Add action menu, such as adding a Comment, Resolution, Attachment, etc., are only visible to agents. End users cannot see these. 

 

Let me know if you have any other questions.