TeamDynamix: Add Private Comments (Work Notes) to Tickets

This article explains how TeamDynamix (TDX) agents can add work notes (private comments) to tickets that are not visible to customers.

In This Article:

• Adding Private Comments via Ticket Comments
• Other Ways for Adding Private Comments
  • Adding Private Comments via Ticket Update
  • Adding Private Comments via Ticket Home Base

Adding Private Comments via Ticket Comments

Ensure you are logged in to TDNext and that the ticket of interest is visible on your desktop.

1. Open the ticket by clicking its ID number or the title. A new window will open displaying the selected ticket.
2. Scroll down to Feed section and select Comments.
3. Check the Make comments private checkbox.

4. Leave the Notify field blank.
5. Type your work notes in the Comments field.
6. Click Save under the Comment field.

Other Ways for Adding Private Comments

Adding Private Comments via Ticket Update

Ensure you are logged in to TDNext and that the ticket of interest is visible on your desktop.

1. Open the ticket by clicking its ID number or the title. A new window will open displaying the selected ticket.
2. Click Actions at the top of the ticket and select Update. A new window displaying the ticket details will open.

3. Check the Make comments private checkbox.

4. Type your work notes in the Comments textbox.
5. Ensure that the Notify, Notify Other People, and Other Email Address fields are empty.
6. Click Save.

Adding Private Comments via Ticket Home Base

Ensure you are logged in to TDNext.

1. Click the Applications Menu (the blue waffle icon) and select the Tickets application if you are not already there.
2. Click Assigned To Me in the left navigation panel.
3. Check box to the left of the ticket ID number.

4. From the Actions button Menu, select Comments. A new window will open.

5. Check the Make comments private checkbox.

6. Type your work notes in the Comments field.
7. Click Save at the top right.

Gen-AI was used to edit parts of this article.