TDX: Communicate to Co-workers Through the Ticket Feed

When working with colleagues on tickets and ticket tasks, use the Comment feature in the Ticket Feed to communicate back and forth regarding the work that needs to be done on a ticket. This way of communicating through the ticket is handy for quick works notes, questions, etc. between colleagues working on a ticket.

Begin a new communication thread in the Ticket Feed

You can begin a new communication thread to a Contact or Responsible Group already associated to the ticket in the Ticket Feed.

  1. Click on the title or ID number of the ticket you want to work with. The ticket Details open in a new window.
  2. Scroll to the bottom of the ticket to the Feed area.
    Ticket feed with (1) indicating one update. Example feed showing updated ticket. Buttons: Update and Comment.
  3. Click the green Comment button on the right side of the Feed. A Comment box appears.
    arrow pointing to the Comment button on the right side of the ticket feed
  4. Type a message in the Comment box. 
    Feed comment box. Fields: Type in Notify, Notify All Users icon, delete. Comment box. Save | cancel
  5. Click into the Notify field. A dropdown list of all people and groups associated with this ticket appears.
    Notify field expanded showing users associated with a ticket, including Responsible group, Requestor, Creator, Contacts.
  6. Click on the people who need to be notified of your Comments. Anyone in the Notify field will get an email notification with your comments and a link to the ticket.
    • Names labeled (Contacts) are people who have been added to the ticket who may also need to receive an update on the status of the ticket. See Add People (Contacts) to a Ticket if you need to alert other people. 
  7. Click Save. The comment box closes and the feed updates.
    Ticket feed. Notified users update highlighted.
    • The Feed entry shows who was notified. 
    • If you notified a Group, you will not see the Group name. Instead, you will see the names of the individual group members. 
    • When you send a Comment to multiple users via the Feed, everyone notified on the original comment will receive the replies.

Reply to a communication thread in the Ticket Feed

You can respond to a ticket Feed thread directly in the thread itself thus keeping the conversation in one place within the Feed.  Everyone notified on the original comment will receive the reply.

  1. Click on the title or ID number of the ticket you want to work with. The ticket Details (the static view of the ticket) opens in a new window.
  2. Scroll to the bottom of the ticket to the Feed area.
  3. Find the communication thread that you want to respond to, and click the Comment button at the bottom of the thread. A Comment box will appear.
    arrow pointing to the Comment button at the bottom of a single thread within the ticket feed
  4. Type your message in the Comment box and press Save.
    cursor in comment box with save and cancel buttons underneath comment box

The comment box closes and the feed updates with your new comment indented within the thread. 

Additional Resources

Communicate Through a Ticket

TDX ID
5584