Within the ticket, employees can correspond with each other. To discuss the received question or save any information in the request. Such messages in the HelpDesk system are not visible to clients, only to colleagues.
To communicate between employees, responsible for customer service, need to be used field for adding "Comment". Using internal notes cases:
- Time-consuming requests coming to the contact center, which require notes;
- Operator training - the manager checks the response before sending;
- Adding files;
- Dialogue with a partner. The support agent has the opportunity to engage a partner company to solve the issue of a client. The partner will be able to respond via e-mail, all those answers will be shown in a ticket as internal notes.