Keep employees and IT teams connected on a ticket itself in the Employee Services portal. On incidents, cases, and service requests, employees can stay informed using the ticket feed. On incidents and cases, employees can also post, reply to, and delete comments and even attach files on incidents.
Where: This change applies to Lightning Experience in Enterprise, Performance, and Unlimited editions with Agentforce IT Service. Ticket comments are available for Employee Services portal sites that use the Agentforce Employee Center template.
Why: By keeping all communication on the ticket, your teams cut inbound status inquiries and resolve tickets faster. Employees see real-time updates and share information proactively without contacting IT, and reps respond directly on the ticket instead of over email. The full conversation history stays with the ticket when it changes hands. On incidents and service requests, the ticket feed shows only the employee-IT team conversation, without automated posts or system messages, so important updates stay easy to follow.