To review a ticket, it is mandatory to take notes as you review it. To facilitate this, there are canned responses we can use. For the purpose of this demonstration, we are going to use an agent complaint (this will likely be the most used response)
- To add notes for your review, click 'Add Note' at the bottom of the ticket. This is an internal only communication.
- Click the 'canned responses' button at the bottom of the page.
- select 'customer support' from the left menu.
- Find 'Notes - Agent Complaint' and click the + button