Add a Comment to a Ticket

Comments let you add notes, updates, and context to a ticket at any point during its lifecycle. Use comments to communicate progress, record what was found, or note actions taken.

Before you start

The ticket must already exist. Comments can be added at any status except closed.

Steps

1. Go to Tickets in the main navigation.
2. Open the ticket you want to comment on — search by TKT-XXXX or by title.
3. Scroll to the Comments section at the bottom of the ticket detail.
4. Click Add Comment or click in the comment text field.

5. Type your comment. Be specific — include what you checked, what you found, and what you did.

   Example comment Confirmed with customer — the workstation in room 204 has been replaced and the old device decommissioned. No further action needed. Closing this ticket.
6. Click Save or Post.

What happens next

• The comment is added immediately with a timestamp and your name.
• Comments are visible to all users who can view the ticket.
• The comment history is preserved even after the ticket is closed.

Tips for good comments

• Be specific. Vague comments like "looked into it" don't help the next person. Include what you checked and what you found.
• Use for handoffs. When passing a ticket to a colleague, describe exactly where you left off and what still needs to be done.
• Reference related records. If the ticket is related to a change request, reference it — for example: "Related to CHG-0004 which covers the port rename on this device."