Orange Tracker Comments and Talking to Customers

Overview

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.

To adjust customer notifications for your project, please see Orange Tracker Customer Notifications

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.

Customer Communications

Communications to the customer typically happen with the Reply to Customer button in the Comments Tab of the Activity section near the bottom of the ticket.

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.

Adding a Participant

The Request Participant field to a field to add additional users to view, comment on, and receive notifications about the ticket. This is the field to add additional customers to add value to the ticket, or just to follow along.

The users in the Request Participant field will receive the Customer Notifications like the Reporter.

Anyone CC'ed in an email that is sent to the project will be added as a Request Participant.

For more information about Request Participants, please see the Atlassian documentation: https://support.atlassian.com/jira-service-management-cloud/docs/what-are-request-participants/

Team Communications

Team Communications are called Internal Notes.

Adding a Watcher

The Watcher field is reserved for licensed Jira project members, like Agents. Watchers will receive the standard Jira Internal notifications and can interact with the ticket per the permissions set within the project.

To add a Watcher, select the 'eye' icon in the upper right-hand corner of the ticket. This will show you the current Watchers, allow you to add new ones, and remove existing ones if needed.

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 (with only Customer access) will not see the note or receive any email about that note.

To create an internal note, use the Comments tab under the Activity section of the issue and select Add Internal Note. This link will auto restrict the comment.