# How to Add Comments and Activities to Tickets?

Source: https://ticketdesk.ai/docs/how-to-add-comments-and-activities-to-tickets/463
Updated: 2025-07-14

Adding comments and tracking activities in customer support helpdesk systems helps maintain clear communication and detailed ticket history. Here's how to manage ticket interactions in 3 steps.

**Steps** -

1. Add email reply for customer communication
2. Create internal notes for team collaboration  
3. Log activities and track time spent

## Add comments/reply for customer communication
 
1. Open the ticket you want to comment on
2. Scroll to the Reply section at the bottom > Reply button
3. Type your message in the comment field
4. Click "send reply"

![Create reply/comment|690x430](upload://so011sSenqZE6qxZtMQ99oSEkHl.png)

Public comments mean here that is visible to both customers and your support team. Here you can use it for : 
- Responding to customer questions
- Providing status updates
- Sharing solutions or next steps

## Create internal notes for team collaboration

1. Go to the Ticket section > open ticket > Internal Note
2. Type your internal message
3. Select "Internal" or "Private" visibility
4. Use @mentions to notify specific team members
5. Click on "Add Notes"

![Add Internal Notes|690x254](upload://5WyiSu4A7CRl9QL3kF3YA18cm69.png)

Internal notes help your team collaborate without customers seeing the discussion. Include technical details, escalation notes or customer context.

![Internal Notes|690x319](upload://tIWPlibQ7aSg3MDHEoFAGbYRIAZ.png)

## Log activities and track time spent

1. **Automatic Activities**
   - Status changes are logged automatically
   - Assignment changes are tracked
   - Priority updates are recorded

2. **Manual Activity Logging**
   - Click "Log Activity" in the activity section
   - Select activity type (Phone Call, Email, Research, etc.)
   - Enter description and time spent
   - Click "Save Activity"

You can also edit or delete comments within a specified time window. All changes are tracked in the audit log for accountability.