In many companies, handling customer requests means balancing internal coordination and external communication. Employees discuss things within the team while the customer has to be kept up to date at the same time – often in two separate systems or channels. As a result, important internal notes accidentally leak out, or customer communication is documented in a completely different place from the actual case history. 1Tool solves this problem right at the level of the comment function for tickets and tasks.
One toggle for every single note
In 1Tool, every comment an employee writes on a ticket or task can be marked individually as internal or visible to the customer. A switch or toggle right next to the comment field determines whether the note stays visible to the team only or is also shared with the customer in the customer portal. This decision is made anew for each comment, so you can switch freely between the two visibility levels within a single case. In practice, this means that the complete case history – internal and external comments alike – stays in one place instead of being spread across several systems. Employees do not have to remember what they documented where: they see the full history, including all internal notes, directly in the ticket, while the customer only sees the entries shared with them.
Internal coordination and customer communication without switching systems
The visibility toggle makes it possible to serve two levels of communication in one and the same case. An employee might, for example, record "Need to check with the technical team" as a purely internal note and, in the next comment, tell the customer "Your request is being processed, we will get back to you by Friday" – visible in the customer portal. This saves the team the effort of maintaining customer communication separately from internal case handling or entering information twice – once in the ticket system and once in a separate email to the customer. It not only reduces extra work but also the risk of internal and external communication drifting apart or appearing contradictory. Anyone who wants to retrace the case later, whether for quality assurance or because a colleague is taking it over, will find both the internal discussion and the exact wording of the customer communication in the same place – documented chronologically and completely.
Customer comments are automatically visible to everyone
Comments that customers leave themselves via their contact login in the customer portal are automatically classified as visible to all participants – including the internal team. That makes sense: a message from the customer already comes from outside and the team needs to know about it anyway in order to respond. The result is a continuous conversation: questions or feedback from the customer appear directly in the same ticket as the employees' internal and customer-visible comments, without anyone having to forward or copy anything manually. For employees, this means less searching and fewer follow-up questions: the current status of a case, including the customer's latest message, is always visible directly in the ticket itself.
Frequently asked questions
Can the customer see internal comments that have not been shared with them?
No. In the customer portal, the customer only sees comments for which customer visibility has been enabled, as well as their own comments.
Does visibility have to be set for each comment individually?
Yes. Each comment has its own visibility setting, so you can switch freely between an internal note and a customer-visible message within a single case.
What happens when a customer writes a comment via their own contact login?
That comment is automatically classified as visible to everyone, including the internal team, and appears in the same ticket as all other comments.
How many systems does your team currently use to document internal coordination and customer communication for one and the same case?