FAQ
Sign InCan you chat internally (with other employees) on a customer ticket?
Users can create internal messages on tickets, tasks, or projects within OneDesk. To do this, open up a ticket, task, or project, and navigate to the conversations tab on the right. Click "Create new conversation."
When you create a new conversation, you can toggle between Customer Replies and Internal Messages. Note that the composer text color is green for customers, and black for internal messages.
Only users will be able to see internal messages, and it will create a separate conversation thread. Customers will not be able to see these conversations in the portal or as email. They will be private to your OneDesk users.
To read more about this, see here.