You can communicate with the customer who made the request from the issue view. Your conversation with the customer is recorded in the Activity section of the issue view.
Both administrators and agents can communicate from the issue view.
To communicate from the issue view:
Go to the Activity section of the issue view.
Use Click to add a comment.
Type your comment.
Select Share with customer to communicate with the customer or Comment internally to restrict the conversation to service desk team members only.
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