Keep original portal messages on tickets for project managers
Keep original portal messages on tickets for project managers
Project managers lose original portal messages, leaving agents without customer context and audits incomplete. Preserve original portal text as an internal ticket note so agents work with full context.
Overview
Project managers know missing original portal messages lead to repeated questions and audit gaps. This workflow preserves the unedited portal submission as an internal ticket note so support agents triage with full customer context, eliminating clarification back-and-forth and keeping audit trails intact.
Notable Features
- Preserve original portal submission text
- Attach unedited message to ticket
- Create a clear internal audit trail