Within a request, you can enter comments that are visible to the submitter, allowing
for collaboration between the two of you. For collaboration with other agents, you can enter
comments that are not visible to the submitter.
Open the request you want to collaborate on.
In the Additional comments (Customer visible) field,
enter the comments that you want the person who submitted the request to see.
The submitter can see the comments in this field and add more comments as
necessary. Update this field as many times as necessary to correspond with the
To correspond with other agents, enter content that you do not want the
submitter to see in the Work notes field.