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Comments Panel

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Workflow displays public and internal comments associated with this case, separated in their respective tabs. In this panel, you can add a comment, display the list in a flat or nested view, and you can sort by ascending or descending dates. You can also reply to a comment, and delete or edit your comments.

Add Comment to Case

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To add a comment to the case:

  1. Click the Add Comment link or the Add Comment action in the Action panel.

  2. Enter your comment in the Comment window.

  3. Apply rich text formatting using the formatting toolbar. See Rich Text Formatting for more information.

  4. Enable or disable the follow this case option. See Follow Case for more information.

  5. Select whether this comment will have public or internal visibility, depending on the permissions defined by your administrator.

  6. Select who will receive a notification regarding this comment.

  7. Click Submit to post your comment.

Edit Comment

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To edit your comment:

  1. Click the icon next to your comment.

  2. Edit your comment.

  3. Click Submit to save your changes.

Delete Comment

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To delete your comment:

  1. Click the icon next to your comment.

  2. Workflow displays a confirmation popup. Click Yes to delete the comment.


Reply to Comment

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To reply to a comment on a case:

  1. Click the Reply button on an existing comment on the case.

  2. Enter your comment in the Comment window.

  3. Apply rich text formatting using the formatting toolbar.

  4. Enable or disable the follow this case option.

  5. Select who will receive a notification regarding this comment.

  6. Click Submit.