3.5. Add Internal, Client, and Resolution Comments and Attach Documents to Tickets

Clear ticket comments preserve the service history, keep clients informed, and give the next technician enough context to continue the work. Documents keep supporting evidence and procedures with the ticket instead of scattering them across inboxes and local folders.

Add and work with comments

In the ticket detail view, under the Comments section, click Add Comment. The composer stays collapsed until you need it, reducing clutter on tickets with long histories. When open, it remains available in a sticky dock as you move through the thread, and its draft survives if you navigate away before posting.

Choose between Internal (for team-only notes), Client (visible to the client), or Resolution (summarizes the solution). Type your comment and click Add Comment. Every posted comment includes a Copy button so you can reuse its content in a handoff or related ticket.

Schedule a client-visible comment

Scheduled comments let an MSP prepare client communication when the information is ready and publish it when the client expects it. For example, draft a maintenance-window notice for GreenLeaf Dental Group in advance, or prepare a status update that should arrive at an agreed checkpoint.

Figure 1: Turning on Schedule reveals the publish date and time, and the send action becomes Schedule.

Figure 2: A pending comment shows when it publishes and stays editable until then.

Scheduling is available only to internal MSP users and only for client-visible comments. It is not offered for Internal comments.

Compose a client-visible comment, enable Schedule, choose Publish at (), then press Schedule. If the time is invalid, AlgaPSA shows "Choose an unambiguous future time in this time zone."

Before publication, the comment shows Scheduled · Publishes … with Reschedule and Cancel actions. Reschedule opens Reschedule comment, where you can choose a new publication time. Until the scheduled time, client portal users cannot see the unpublished content or its author.

Attach documents

• Documents: In the ticket detail view, under the Documents section:
  • + New Document: Create a new rich text document directly within the ticket (e.g., for step-by-step troubleshooting guides or configuration notes).
  • Upload File: Upload a file from your computer and attach it to the ticket (e.g., screenshots of errors, log files).
  • Link Documents: Link an existing document from the AlgaPSA Documents module if it's already in the system (e.g., a standard operating procedure).