Add Ticket Activity
The Activity tab on the tickets allows you to add notes to your tickets and communicate directly with your customers.
| NOTE: This article addresses only the top portion of the ticket Activity tab where you can add new details. For information on viewing existing activity entries, see the View Ticket Activity article. |
On the ticket Activity tab, users can manually enter ticket activities with Note and Work Performed topics. System-generated topics are automatically logged when users make changes to the following fields.
- Status
- Priority
- Severity
- Tech Assigned
- Ticket Relationship
Each field on the ticket Activity tab for adding new ticket activity notes is defined below.
| Label | Definition |
| Topic | Topic of the ticket activity detail. Topic options include Note and Work Performed. System-generated topics include Email Sent, Priority Change, Severity Change, Status Change, Tech Change, and Work Requested. |
| Status | Status of the ticket. This field defaults to the current status of the ticket. Status options include New, Open, Pending, Closed, and Hold. Selecting a different status than the current ticket status will change the Status of the ticket once you click Submit. |
| Communication Type | How the ticket activity item is communicated. Available options are Email or Activity Note. On a closed ticket, this field is grayed out and set to Activity Note. |
| Public and Internal | Select the Public or Internal tab to choose who can see the ticket activity item. Internal items are visible only to your internal reps and display highlighted in blue. Public items are visible to the customer on the ticket. |
| Reviize | Rev.io's in-app AI assistant for revising the text you entered. For more information about using our in-app AI tool, see the AI-Powered: Reviize Tool article. |
| To/CC/BCC | Email addresses where the ticket activity item will be sent. This field is only visible if the ticket activity item is set to Public and the Email option is checked. |
| Note | Note or message added to the ticket activity. System-generated notes include relevant details about the action that initiated the activity note. This field is highlighted in blue if it is set to internal. |
| Attachments | Files attached to the ticket activity item. Drag and drop files into the box or click click to browse to select files. Files can be up to 10MB. |
| Check this option to email the ticket activity item as a reply to the customer on the ticket. This field is only visible if the ticket activity item is set to Public. If you select the Email option, the Topic automatically updates to Email Sent. | |
| Submit | Click to submit/save/send the ticket activity detail item with the information entered. On a closed ticket, Submit is available only for Internal items. It is grayed out when the Public tab is selected. |
| NOTE: When a one-time invoice is created from a ticket, activity notes with the Work Performed topic are pulled into the invoice, and activity notes with the Note topic are ignored. Recurring invoices do not pull any ticket information. |
These actions are available on the ticket Activity tab.
- Capture the customer's signature to sign off on the work completed by clicking the Capture Signature button. See the Capturing Signatures on Tickets article for more information.
- Take advantage of our in-app AI tool to craft the perfect responses to your customers by clicking the Reviize button. See the AI-Powered: Reviize Tool article for more information about using our in-app AI tool.
- Log a new activity by entering the relevant information and clicking Submit in the upper portion of the tab. See the information provided above for more information.
- Add an internal note to a closed ticket by opening the ticket, clicking the Internal tab on the Activity tab, selecting Work Performed or Note as the Topic, entering the note, attaching files if needed, and clicking Submit. The ticket does not need to be reopened. This option is available when the Allow Internal Notes on Tickets in a Closed State setting is checked. See the System Settings: Service article for more information.
- Change the status of a closed ticket only if you have permission to reopen tickets.
- View previously entered activity in the lower portion of the tab. See the View Ticket Activity article for more information.