What is the Case Comments module?

The Case Comments module is a prebuilt component that can be added to a Case Template. It can be used to view and add comments to a case. You can customize when fields are displayed on the module and define logic that governs when it appears.

The Case Comments module provides a collaborative space where you and your team can view and add comments on a case. You can use preset comments when updating case status or adding new comments.

How do you add a Case Comments module?

1. Navigate to the Dashboard, and click on Cases > Templates.
2. Find and click on the Case template you want to edit, or Create a new template.
3. Navigate to the Tab you want to add a Case component to. Click an empty space to view the Component Library.
4. In the right toolbar, search for ‘Comments.’
5. Drag and drop the Comment module into your Case UI and reposition it by dragging it around.

6. Click on the Comments module. On the right toolbar you can customize how comments are displayed on the module.

   1. Under Preset comments, you can add, remove and rearrange the comments that will display on the Comment module.

   1. Click “+ Add” to add a new comment. If you add more than one comment you can rearrange them by clicking and dragging them to the desired position. 2. Click on the three dots to edit the comment. You can change the “Template name” here. 2. Under Module Layout, you can change: 1. Dynamic height: Module will grow or shrink to fit its contents. 2. Visibility: Dynamically control whether the module is hidden. This is a toggle button that lets you set conditions for when the button should be displayed or hidden from view based on your case requirements. If you toggle this on you will have two options to customize visibility.
   1. Basic visibility allows you to set rules on the Comment module to determine when it will be visible. You can read more about Visibility Configuration below. 2. Advanced visibility allows you to set logic to control when the Comment module is enabled or disabled based on custom conditions. Click on the Code block to add more conditions. This feature is intended for advanced users who need fine-tuned control over Info module behavior. If you need assistance configuring these options, please reach out to your Persona point of contact for guidance on setup and best practices.

   3. Under Advanced Options > Module Enablement, you can define custom control conditions that determine when the Comment module is enabled or disabled. Click on the Code block to add more conditions.

   This feature is intended for advanced users who need fine-tuned control over Comment module behavior. If you need assistance configuring these options, please reach out to your Persona point of contact for guidance on setup and best practices.

7. Click the “Delete” button if you want to remove the component from the Case UI.

Plans Explained

Case Comments module component by plan

Learn more about pricing and plans.