Comments & AI Suggestions
The Comments section enables team collaboration directly within cases. Add notes, ask questions, share updates, and leverage AI-suggested responses for faster communication.
Adding Comments
Create Comment
- Open case
- Scroll to Comments section
- Click comment input field
- Type your message
- Press Post or Ctrl+Enter
Comment Features
Rich Text Formatting
- Bold — Ctrl+B
- Italic — Ctrl+I
- Lists — Bullet or numbered
- Code blocks —
code - Links —
[text](url)format - @Mentions — @username to notify
Reactions
Add emoji reactions to comments:
- 👍 Thumbs up
- ❤️ Heart
- 😂 Laughing
- 🎉 Celebrating
- Custom emoji
Threaded Replies
Reply to specific comments:
- Click Reply on comment
- Type response
- Responses nested under original
Message Management
- Edit — Modify your comments (shows "edited")
- Delete — Remove comment (shows "[deleted]")
- Pin — Keep important comments visible
- Unpin — Remove from pinned section
- Restore — Recover deleted comments (within 30 days)
AI-Suggested Comments
Smart Suggestions
When you start typing, AI suggests:
- Common responses
- Template answers
- Next steps
- Helpful resources
Click suggestion to auto-complete your comment.
Context-Aware AI
AI understands:
- Case type and context
- Previous comments
- Common resolution patterns
- Team preferences
Examples
User types: "customer asking for..."
AI suggests:
- "Let me check with our team..."
- "Can you provide more details about..."
- "I can help with that..."
- "Let me look into that for you..."
Comment Notifications
Get notified when:
- Someone replies to your comment
- Someone mentions you (@mention)
- New comments on watched case
- Comment on assigned case
Manage notifications in Settings.
Visibility & Permissions
Comments visible to:
- Case participants
- Project team members
- Admins
- Configured viewers
Cannot be seen by:
- Unrelated team members
- External users (unless specifically shared)
- Archived accounts
Best Practices
- Use professional language
- Provide context in comments
- @mention when urgent
- Keep comments focused
- Use threads for sub-discussions
- Pin important decisions
- Archive old comments (pin important ones)
Keyboard Shortcuts
| Shortcut | Action |
|---|---|
| Ctrl+Enter | Post comment |
| Ctrl+B | Bold text |
| Ctrl+I | Italic text |
| @ | Start mention |
| : | Insert emoji |
Moderation
Admins can:
- Delete inappropriate comments
- Archive outdated comments
- Search comment history
- Flag concerning content
Compliance & Audit
All comments:
- Timestamped
- Attributed to user
- Included in history
- Stored in audit logs
- Searchable for compliance
See Also
- Case History — View all case changes
- Chats — Project and individual messaging
- Case Management — Full case documentation