Internal Notes

Is it possible i can write a internal comment about a dicussion i had with my customer, so that my customer cant see it, but my managers who has access to that category alone can see it.

Vinod wrote: Is it possible i can write a internal comment about a dicussion i had with my customer, so that my customer cant see it, but my managers who has access to that category alone can see it.

I have the same question. I'd like to correspond with different team members to resolve the probleme without the customer seeing the comment.

This would be a phenomenal add-on to this component and be immensely helpful... especially as I need this as a true proff level support desk.

Actually, I need this option myself, too. I am going to find a way to implement it so that admin can communicate with the customers/staffs directly without other party seeing the comments

Will update you with the progress

Tuan

Any update about this feature ? (internal note for admins only)

Hello Tuan,
Any progress on this request? We are ramping up our ticketing operations and this would be a very beneficial feature. Right now we are tracking internal notes in a project management app.. very inconvenient and inefficient.

Tuan,
I am working on customizing HPD for private notes. I have figured how do display a checkbox in the Add Comment section and how to display only for administrators. However, I cannot find the code that inserts the "message" into the messages table. Can you tell me where that is coded so I can add the field I have setup in the messages table.

Hello Steve

It is in administrator/components/com_helpdeskpro/Model/Ticket.php, method addComment

Look at that method and you will see the code which we use to save Comment

Regards,

Tuan