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, or go to
/app/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.
Related articles
- Assign and triage a service request — Set priority, status, category, and assignee so the right person works the ticket. You need staff access to Service Requests.
- Resolve or reopen a service request — Close or cancel a finished ticket, or put an archived/resolved ticket back into active work. You need staff access to Service Requests.
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