Communicating with Your Team

Clear communication is key to resolving tickets quickly. Client Cove provides several ways to collaborate with your service provider within the ticketing system.

Ticket Comments

Every ticket has a built-in conversation thread. Use it to:

• Provide additional information your team has requested
• Ask clarifying questions
• Share updates related to the ticket
• Confirm that an issue has been resolved

Adding a Comment

1. Open the ticket you want to respond to
2. Scroll to the comment box at the bottom
3. Type your message
4. Attach files if needed
5. Click Send

Your team will be notified immediately about your comment.

Best Practices for Communication

Follow these guidelines for effective communication:

• Be specific — Include details like error messages, steps to reproduce, or exact dates
• Use one ticket per issue — This keeps conversations focused and trackable
• Respond promptly — If your team asks for information, respond as quickly as you can to keep things moving
• Include screenshots — A picture is often worth a thousand words, especially for visual issues
• Reference related tickets — If your issue is connected to another ticket, mention the ticket number

When to Use Tickets vs Messages

Scenario	Use Tickets	Use Messages
Reporting an issue	Yes	No
Quick question	No	Yes
Formal request	Yes	No
Casual follow-up	No	Yes
Something that needs tracking	Yes	No
General conversation	No	Yes

Mentioning Team Members

In ticket comments, you can mention specific team members using the @ symbol:

1. Type @ followed by their name
2. Select the person from the dropdown
3. They will receive a notification about your comment

This is helpful when you need a response from a specific person on the team.

Email Notifications & Reply-by-Email

Everyone involved in a ticket — the requester, the assigned tech, ticket administrators, and subscribers — receives an email when the ticket gets a reply, changes status, or is reassigned (v4.1.0+). A few things worth knowing:

• You're never emailed about your own updates, and internal techs-only notes are never emailed to client users.
• Emails render with the portal's Email Designer transactional templates, so they match your branding.
• Each person's notification preferences and quiet hours are respected — updates during quiet hours roll into the daily summary instead.

Reply straight from your inbox. When the portal has inbound email configured, ticket notification emails can be answered directly from your mail app — your reply is added to the ticket conversation (attachments included) and the rest of the thread is notified. The subject line's [Ticket #123] tag is what routes your reply, so leave it intact.