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How do I Add Comments to a Ticket in the Customer Portal?

Comments generally contain important additional information for agents about the end user's issue.

  1. Sign in to the Customer Portal at
  2. Select a ticket.
  3. Add your comments to the Comments field at the bottom of the page.
  4. Choose Add comments to save your comment, or choose Cancel to discard it.
    • After adding a comment, you cannot edit it.
    • You cannot add file attachments to existing tickets in the Portal, but you can download existing ones by clicking on them.
Results: Your comment is added to the ticket, no need to save it.
Tip: You can set up alerts when a ticket is created or modified. See How do I set up email notifications in GoTo Admin?
Article last updated: 20 December, 2022