This article describes how to write Additional comments (aka: Customer Comments or Customer Notes) in an incident ticket in ServiceNow.
Things to Remember
Required for escalated tickets or those needing more research
The customer gets a copy of all information saved in the "Additional comments" field
Guidelines to Follow
Use formal communication
Salutation with customer’s name NOTE: Be sure to address the customer with the same level of formality that he or she introduced themselves to you. For example, if a professor calls in and introduces himself as Dr. Robert Smith, be sure to write the salutation as "Dear Dr. Robert Smith."
Thank you for contacting us
If appropriate, I’m sorry you are upset language
Next steps in process
Questions for customer (if any)
How to contact us
Closing remarks with a thank you and your name
Format legibly: use full sentences and paragraphs
Use clear and customer-friendly language
Avoid jargon and spell out abbreviations initially