Help Topic: Sending an Internal Message to someone

This lesson explains how to send an Internal Message to someone within your team from the Ticket Timeline, if you need assistance with a Ticket. 

When you are in a Ticket and wish to send an Internal Message, you will first need to locate the 'Timeline'.  In the below example it is in the General Tab, but your Administrator may have moved this elsewhere within the Layout Designer. 

You then need to click on the Plus Sign shown above in the yellow circle

You then need to click on the option below which says 'Send an Internal Message'

1. Select the User from the 'Message To' dropdown
2. Add your Message in the Message Box
3. Set the Ticket Status you wish it to be at on sending the Message
4. If necessary, Assign the Ticket to the person if you want them to now deal with it instead of you

Click 'Send' and the Message will be sent to the person you have selected.