Talk to the customer or service project team members

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:

1. Go to the Activity section of the issue view.

2. Select Comments tab.

3. Type your comment.

4. Select Reply to customer to communicate with the customer or Add internal note to restrict the conversation to service project team members only.