This document outlines how to communicate to Customers and Agents through the Comments section of Orange Tracker (OT). This document is intended for project Agents that need to create public and internal comments within a ticket.
Near the bottom of the issue is the Activity section. This houses all communications and ticket history for the one ticket. The default view will show the "Comments" tab, showing all public and internal comments. Internal Comments are shaded yellow and will display "Internal note" at the top of the comment.
Reply to the Customer
To communicate with the Reporter and anyone in the Request Participant field, click on the "Reply to Customer" link. This will open a comment box and allow you to write and format the message.
Create an Internal Note
Creating an internal note allows the team agents to communicate without impacting the Reporter or Request Participants. This means the Reporter or Request Participants will not see the note or receive any email about that note.