Victor
Last updated: 25 June 2025
Each ticket supports three distinct types of communication, designed to keep conversations clear and organized:
Public comments – Used to communicate with your customer via public Slack threads, MS Teams, email, or web chat. These messages are visible to both your internal team and the customer—ideal for transparent updates and seamless collaboration.
Internal threads – Visible only to your internal teams. You can spin up multiple triage threads in internal Slack channels, enabling seamless cross-functional collaboration without switching tools—all while keeping the full conversation history tied to the ticket.
Internal notes – These are internal ticket notes and come in two types: public and private. Public internal notes are visible to all team members within the dashboard. Private notes, however, are only visible to the user who created them, allowing for personal annotations that remain hidden from the rest of the team.
