Ticket messages include all the ticket updates and notifications, whether it's by a person or by a smart rule. By looking at the ticket events, you can see the complete history of a ticket. Reviewing ticket events can help troubleshoot any issues

To view ticket events, do the following

Open a ticket from the ticket listing page. Click on Messages. With the help of the drop-down menu view the events- Messages, All. Public Messages, Private Messages, System, Review Messages.

T.

Message Type: There are three kinds of messages that you will see in a particular ticket. They are as follows:

Messages: Only Public and Private Messages that are updated in a ticket can be viewed.

ALL-  All the ticket updates and notifications can be viewed, whether it's by a person or by a smart rule

Public Messages-  User can view all the Public Messages updated in a ticket. Messages that are read from the mail server and go out to the mail server.

Private Messages: All the private messages updated to a ticket can be viewed. Internal messages that are used to communicate with other users

System: The messages generated by the system Eg SLA Breached, Smart Rule performed.