~ Messages ~

The tab shows all messages exchanged with the user inside one support request (ZZP) — the user's and yours — in chronological order, with the {Date} and {Message} columns. Above the list is a search box over the message text.

New messages to the user are entered here as well. All communication on one topic takes place inside the same request — see One problem – one request.

1. Open the new message dialog with the button.
2. The {Subject} field is filled in with the request number and subject (e.g. “ZZP-9294, Batch orders”); extend it if needed.
3. Enter the message in the {Text} field.
4. Send the message with the SEND button. The user sees it in their ~ Messages ~ tab and receives an e-mail notification.

The {Internal message} checkbox in the message dialog marks a message intended for the team only: it is sent to the person in charge and the associates, and the user does not see it.

• SEND — Sends the message and adds it to the list.
• DELETE — Deletes the message; shown only in the Edit dialog.
• CANCEL — Closes the dialog without sending.