PSA notes in the desk thread
Bring every note written in your PSA on a linked ticket into the desk ticket's thread, internal notes kept internal. A workspace admin switches it on.
A note your team writes in your PSA normally stays in your PSA. With this item switched on, every note on a PSA ticket that is linked to a desk ticket comes into that desk ticket's thread on the next sync. The item sits in the Cutover chapter of the service desk setup check, where Current offers it for your PSA.
- An internal note stays internal. A note the contact can see arrives as a reply they can see.
- A note the contact wrote in your PSA arrives as the contact's message.
- A note whose author or visibility your PSA does not say is filed internal.
- Notes Current sent to your PSA never come back as copies.
What changes
- A reply written in your PSA that the contact can see counts as the ticket's first response, so it stops the response clock.
- Current emails nobody when a note comes in, and writes nothing to your PSA because of it.
Switching it on, and off
Ticket and time sync must run in Test or Live. In Test, only notes on tickets of companies whose name starts with ZZ-Current Test come in. Tick the box that you read what comes in, then press Switch on notes in the thread.
Notes already in your PSA stay there: a ticket linked in the last day brings its notes from when it was linked, and every other ticket brings notes written from now on. Switch it off from the item or from Settings › Service desk › Ticket and time sync: notes already in the thread stay, and new PSA notes stay in your PSA. Only a workspace admin can switch it on or off, and each change is recorded with who made it and when.