Messages tab in Incident details page

• All the conversations and messages(Replies) related to the incident between the agent and the requester will be displayed here.

• All the internal conversations(Private Notes) between the agents within the team(s) and assignment group(s) and notes related to the incident will be displayed here.

The message card displayed will provide the following details

• Message content 

  • Message and Replies from the Requesters

  • Replies sent by the agents(s)

  • Private Notes added by the agent(s)

• Owner of the Message

  • Clicking on the name will show the email address of the user.

• Message Creation Date and Time [Actual or Relative]

• Other recipients 

  • Email address of the users who were notified of the Reply [cc and bcc emails]

• Private Note tag

  • Private notes will have this tag in the top right corner

  • They will be highlighted in Yellow to differentiate it from the the Ticket replies(which will be in white)

• Alert sent to

  • Email address of the users who were notified of the Private Note

• Edit button

  • For the agent to edit the message content 

  • Agent can update both Requester message as well as Replies and Private Notes

• Permalink of the Message