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Customers can still receive email notifications about the issue and respond to that email just like they currently do. In addition, they can use the portal to track their existing tickets and communicate to with the support team. This gives the customer options on how to work with the support team.
The customer portal will be developed post-migrationan evolving implementation to provide a consistent and enhanced user experience for customers (and Service Desk Agents).
Restricted Comments
Restricted Comments are easier. With our existing system you would have to select the "Add Comment" button and then select to restrict it. Now, with the new system, you'll select the restriction first with the "Add internal note" or the "Reply to customer" buttons.
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Internal notes have a light yellow shading and display "internal note" near the top of each comment.
Additional details on Internal Notifications is available at Orange Tracker Internal Notifications.
Issue Types
There will be some changes with issues types. Service Request will still be used and that will cover 90% of the projects. For the other issue types, the following table will show the translation to the new issue types:
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