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3.5. Add Internal, Client, and Resolution Comments and Attach Documents to Tickets
Add internal, client-facing, and resolution comments to tickets and attach documents by creating, uploading, or linking files in AlgaPSA.
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.
Set Visibility to Internal (team-only note) or Client (visible to the client), then optionally toggle Mark as Resolution to flag the comment as the resolution for this ticket. Visibility and resolution marking are independent: an internal comment can be the resolution — it summarizes the fix for your team without exposing it in the client portal or on close emails. 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.
Editing an existing comment to enable Mark as Resolution for the first time triggers a prompt asking whether to close the ticket at the same time.
When changing ticket status in bulk, the bulk action dialog accepts an optional resolution comment. Check Mark as Internal in that dialog to keep the bulk resolution comment internal.
Read long conversations and reply
Long comments collapse behind Show more so technicians can scan the history before opening the full text. Threads with more than three replies initially show the newest three; select Show N earlier replies to read the rest. In the Grid layout, long timeline histories also collapse to keep the ticket manageable.
Replying opens a sticky reply dock at the bottom, keeping the composer available while you refer to the conversation. For a lengthy troubleshooting exchange with GreenLeaf Dental Group, expand the earlier replies before writing the next update so you do not repeat steps the client has already tried.
Send comment attachments to the client
Attach supporting files while composing a new comment or reply. When a client-visible comment is published, its files go out with the notification email to every recipient authorized to receive them. AlgaPSA keeps a per-recipient delivery ledger, so delivery outcomes and retries are tracked separately for each recipient.
Files that exceed the email provider's attachment limits travel as short-lived download links bound to the recipient. The recipient can sign in with the matching account or verify the email address that received the message; a portal account is not required. Forwarding the message does not grant someone else access. Current ticket and document access still apply. Files attached to Internal comments stay internal.
Uploading a draft attachment or editing a comment does not by itself send a notification email. For a scheduled client-visible comment, delivery happens when the comment is published. These rules concern the files attached to that comment, not every document associated with the ticket.
Before posting, confirm the comment's visibility and attachment list. For a customer handoff, check that each intended recipient receives the file or can use their own download link, and keep technician-only logs on an internal comment.
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 (
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).