We need to be sure our comments are readable. We work in a fast paced environment so ticket comment readability is a huge concern. We have written to you about this numerous times in the past.
Please keep paragraphs short at 2-4 sentences maximum.
Utilize white space between paragraphs. This assists in speed reading the ticket comments during very busy periods.
We cannot continue to have all ticket comments written in one long paragraph. For example today (I’m not naming names or providing the exact text because I don’t want to single anyone out) I received a ticket that has all comments in one paragraph. There were over 50 sentences in this one paragraph. It is time consuming and painful to ready.
Details in tickets are great but please keep paragraphs short and consider that your comments need to be readable for 1) the current escalation 2) ticket history when customer calls in next.