Message on a service request thread
Post a public reply to the resident or a private staff note on a ticket. You need staff access to Service Requests.
- Open Service Requests.
- Open the ticket.
- Click the Comments tab.
- Type your message in Reply to resident….
- Optional: check Staff-only (private) so the resident does not see the note.
- Optional: if a vendor is assigned, check Visible to vendor when the reply should reach them.Comments composer with Staff-only checkbox — Service request Comments tab with reply box and Staff-only private option
- Optional: attach a file with the comment file control.
- Click Send.
Tip: Use the All, Public, and Internal filters above the thread to focus the conversation. Open the Send and change status menu next to Send for actions such as Send & set In Progress or Send & Close.
Result: The comment appears in the thread. Public replies are visible to the resident (when portal commenting is allowed); staff-only notes stay internal.
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