You may need to provide more information on any ticket before the problem can be resolved. If that is the case, you can communicate directly with your IT team through Incident IQ by adding a comment directly to a ticket or responding by email.
Responding with Ticket Comments
Comments can be directly added to a ticket by typing in the Timeline at the bottom-right corner of all ticket pages. You can message the assigned agent and attach image files by dragging and dropping them into the comment field. Screenshots are often helpful for agents to help diagnose problems.
Responding to Tickets by Email
If you’d like to add a comment to an Incident IQ ticket from an email you’ve received, respond above the designated line in the email and send. This will enter your comment directly into the ticket timeline feed.
Editing or Deleting your Ticket Comments
You can edit or delete your comments on tickets by using the ticket option drop-down menu on the right of any ticket.
---
Hannah Bailey - Director, Customer Engagement